-
April 27, 2023 - Customer Education Maturity Phases
Customer Education Maturity Phases / April 27, 2023 A strong customer education program has huge impact on the customer experience, but it isn’t created all at once. There are phases that the program goes through as it develops, and change management becomes a critical component. Each of these four stages build on each…
-
April 13, 2023 Renewal Management
Renewal Management / April 13, 2023 Renewals have gained prominence as the importance of retaining customers versus finding new ones has become a focus. We all know the numbers showing the minimal cost to retain compared to trying to fill the pipeline and close. This week we asked our Customer Success attendees to share…
-
March 30, 2023 - Customer Outcomes
Customer Outcomes March 30, 2023 Customer Outcomes. We know that we need demonstrate these to our customers, but how do we do that well? The bottom line is we need to understand what our customers are expecting from the purchase of our product. These then become the North Star we need to keep at the forefront of our minds…
-
March 16, 2023 - CS Leaders in Conversation
There are a lot of concerns CS Leaders are working through. Here are the three top priorities from this week: Ghosting Customers How do we get our customers to show up to calls and other meetings that ultimately help them? Many leaders are working to prove the value so these become “can’t miss” for everyone involved. Key…
-
March 2, 2023 - CS Concerns and Focus for 2023
Entering 2023, practically every customer success leader has the added stress of what’s happening in the market – these pressures and creating more eyes on gross and net retention are creating a need to reframe some of what has been done in the past. Given that, we’ve been asking leaders “What’s a key initiative that you…
-
February 16 - Leading Metrics for Scaled Success Programs
Metrics are the lifeblood of a good CS program. They are used to track key events in the relationship with your customer – things like customer satisfaction, retention and churn rates, revenue forecasting, customer health, and time to first value. Used properly, you can impact the outcomes of your customer and increase…
-
February 2 - Doing More with Less - Challenges and Successes
Successes and Challenges When Scaling CS February 2, 2023 Building a scaled CS program can help your team meet the needs of your customer more effectively due to its ability to provide information when it is needed. However, making the transition to scaled CS can bring challenges and roadblocks along the way. Here are some…
-
January 19 - Organizing Roles in Scaled CS
Organizing Roles in Scaled Customer Success January 19, 2023 The ability to scale a program can make a difference in the quality of your one-to-one interactions. This week the Gain Grow Retain Leadership Office Hours took a look at how teams are setting up roles to allow effective scaling. Questions to Consider What are…
-
December 2022 - The Customer Success Operating Model
While other teams have a number of tried-and-true operating models, Customer Success has not yet developed a standard set of frameworks and models to help teams build and scale. What does exist lacks consistency and interoperability across different functions and teams. Having a simple framework that can be applied at each…
-
November 2022 Leveraging Your Community with Peer-to-Peer Engagement
This week, Gain Grow Retains Heather Wendt led Office Hours with a focus on CS focused peer-to-peer engagement through community. By providing the opportunity for customers to engage, many organizations saw that product questions were often answered within the community by customers. In fact, one organization saw 95% of…