Customer Success Tiering: Servicing Tier 1 & 2 Accounts
In my previous article, I discussed the importance for a SaaS company to understand the second funnel supported by Customer Success and its effect on customer tiering. Here, I’m going to dive into definitions, questions and practices that relate to servicing your higher tier accounts. Providing the right definitions around what services are to […]
Read MoreTiering And Segmenting Your Customer Base: Managing Your Second Funnel
The onset of recurring revenue models have necessitated a change in approach toward servicing customers. Customers have never been less loyal than they are today. It has never been easier for clients to research competitive technologies and/or services and quickly select a new vendor. The foot race to reach time to value has never been […]
Read More6 Things That Make Great QBR & 3 Things That…Don’t
I’ve talked before about the Quarterly Business Review being a table stake for having a solid Customer Success strategy. Truth be told, I’m pretty passionate about Quarterly Business Reviews (QBRs). I’ve seen them done well, and I’ve seen them performed in the worst way possible. Before we get to the meat of QBR greatness, let’s […]
Read More5 Proven Customer Success Best Practices
I recently had a great conversation with a start up that was researching the strategy of launching a Customer Success team. He inquired about the top things that he should focus on for his company. Of course, Customer Success models will differ depending upon the type of product sold, the industry served, and even the […]
Read MoreThe Power of Communication & Customer Success
A Customer Success Manager has many weapons in her arsenal but one of the most effective tools is communication. In this post, we’ll talk about why communication is so critical, as well as some actionable tips for how to communicate effectively. You might be thinking, “I communicate great! Why is it so crucial for Customer […]
Read MoreThe Remediation Plan: Turn Around Escalated Accounts
In a previous blog article, I discussed ways to create an escalated accounts process and a virtual team to support it. Now that you have everything in place, you likely have some accounts that have already been escalated…now what?
Read More5 Essential Ingredients of a Customer Escalation Process
No matter how proactive we are there are always cases where we need to put on our firefighter gear and manage accounts that have been escalated. Escalation management can be a stressful task, but having a formal process in place will help you and your company to manage escalations as painlessly and effectively as possible.
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