A few years ago, Jason Lemkin famously asserted that Customer Success is worth about 6X the initial Annual Contract Value over its lifetime. This was a powerful statement underscoring the value Customer Success can bring to a company. But is this still true today? The SaaS landscape has evolved significantly, and it's…
Before you answer, consider this. Do you think: Faster time-to-value always means lower churn? Value must be measurable to be meaningful? Every touchpoint impacts customer loyalty? Of course you do! After all, it’s Customer Success orthodoxy. But where’s the proof? There’s very little. See the problem? Most of what we…
CS teams are being asked to play a bigger role in generating expansion revenue, but what does that mean? Do your CSMs have to become sales people? I don’t think so. Instead, I believe that your team can instead lay a foundation that supports the growth of your customers while delivering your experiences in a cost-efficient…
One of the most common NPS detractor scenarios is feedback that is all about a local issue: configuration, security or other local choices the vendor has no control over. I have seen things like "won't allow me to edit" (the admin limited this user) or "where is the full menu?" (at some point the view was limited) or…
A question I get a lot around retention frameworks are effective or overrated? So, in my experience, there is no once-size-fits-all model. While they can help identify key success metrics, they also have potential challenges for some organizations. One challenge is that they can be complex and time-consuming to implement,…
im Building a sample org chart for how our company might be structured for 100 employees (we are currently around 25 employees). I know this question is void of much context but I’m trying to understand the pros and cons of having Customer Success report into a CRO vs Customer Success report directly to the President. What…
I am looking for advice and experience on how to manage the following types of communications: Uptime/downtime notifications for routine planned maintenance Uptime/downtime notifications for unplanned maintenance/events Product update information (service pack updates and new releases both major and minor) Informational…
Implementing, learning, and obtaining value from your solution is a novel experience, meaning customers face a lot of uncertainty along the way. You, however, have the experience deploying your solution many times with many different customers. As a result, you know what works and what doesn’t, and you can reduce their…
Nick Mehta the CEO of Gainsight recently said something to the effect of "if you're working an account you should know 5 people there." Let's say you're about to go into your first call with a client and the person on the other end is "the main user", the "power user". Let's also say the org purchased online w/o much of a…
In the realm of Customer Success, the quest for revenue generation goes beyond mere retention—it encompasses a holistic approach to nurturing customer relationships, driving expansion opportunities, and securing renewals. At the heart of this endeavor lies the LAER framework: Land, Adopt, Expand, and Renew—a strategic…
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