Customer Success Leadership Community

Archives for April 2020

Retention increases the risk of churn if customers don't see value with each renewal. Do you agree?
6 and 12 Month Predictive Churn Models
I'm working on building predictive models for to better forecast 6 and 12 month churn. I'm happy to keep everyone posted on progress and what triggers/hitorical data is used. but also happy to hear what has worked for others.
Are there any B2C lessons you learned as a customer that you apply to your B2B life as a CSM?
I'll share mine. Some who read my articles on LinkedIn probably have seen the disneyland article. I saw just how involved their onboarding program was to get you thinking about what you are going to do and spend 90 days before you arrive at the park and it was a difference maker. They covered best practices on viewing…
Would it make sense to include a section for each segment of a customer journey, i.e. Professional S
Customer Product Enhancement Requests
My entire career of decades whether on the customer or vendor side how to best manage and communicate enhancement requests seems elusive. Most if not all customer would describe some type of black hole experience with tossing requests to their vendors and never hearing back. Is anyone doing this well or even OK? Would love…
In an effort to drive more pipeline with existing accounts & create cohesion w/ sales, how are you d
Renewals during COVID
For mid-term contracts, 6+ months away, hold off on making any contract changes right now. If customer needs flexibility on an upcoming payment, consider moving from annual --> semi-annual, quarterly or monthly payments for a period of time. For near-term renewals, provide a 15-month renewal and flexibility on next…

Upcoming Events

Gain Grow Retain Live - Boston
GGR Live: Boston | Scaled Customer Success | June 7 Effective Strategies to Reduce Cost via Scaled Customer Success In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without…
June 8 Leadership Office Hours
When Thursday, June 8 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
Gain Grow Retain Live - New York
THE VAULT: Secrets of CS Leaders "Doing the right things" Its a cliche as old as time — “doing more with less” — we'd rather think about it as "doing the right things". Every business is different and every customer success leader has different challenges - but do we really? Join us in THE VAULT for an evening where…
June 22 Leadership Office Hours
When Thursday, June 22 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
July 6 Leadership Office Hours
When Thursday, July 6 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…

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