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From Facts to Dreams: The Ultimate Guide to Selling in Customer Success
Customer Success Managers (CSMs) must be comfortable with selling, as it's a critical skill for their role. You may have joined the company to help people, not to sell them products or services. However, terms like "upsell," "cross-sell," and "renewal" are likely part of your job description, all of which involve some form…
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How to Use Small Customer Insights to Get Large Customer Retention Wins
Hold onto your seats! In this article, we’re going on a wild ride. You’re going to learn the ‘small wins to create big gains’ strategy that led a pro team from zero victories to becoming one of the most powerful teams in the sport in just 10 years. We’re going to use their winning strategy to find small customer insights…
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How to Build a Predictable Customer Retention Strategy
This is Article #4 in the Customer Retention series. We’re at that point where you’re ready to build a predictable customer retention strategy. By the end of this article, you will have learned the key components that will create your strategy. I’ll give you the formula. You just need to find the right mix for you. Are you…
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10 Secrets to Super-Charge Your Community Strategy for Customer Success
Community is Crucial for Customer Success Community plays a vital role in scaling your Customer Success program and achieving more with fewer resources. Customers sharing best practices and contributing to product enhancements are invaluable resources, connecting you directly to the pulse of your user base. Beyond scaling,…
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'Moments of Truth' in Customer Success Journey
“Moments of truth” are those crucial points in your firm’s interaction with a customer. An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an…
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The Best Customer Retention Strategy for Growing Companies
This is Article #3 in the Customer Retention series. There are 3 principles that you need to build a predictable customer retention strategy. If you use these principles, your retention strategy will get faster and more consistent results with less effort. So we’re all on the same page, let’s briefly look at what I mean by…
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5 Reasons Why Customer Success Isn't Just for SaaS
You have marketing staff and a strong sales force, but is that all your company requires to achieve its full potential? No, that is not the case. When everyone else in the business is doing the same thing, you must go above and beyond to make your company stand out and reap the benefits of your efforts. So, what other…
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Turning New Customers Into Long-term Champions
*Originally published on May 16, 2023 on CS Whisperer --- It’s been said that if you can turn a new customer into a customer that renews, then your product is doing its job. However, if you can turn a new customer into a Champion of your company and product, then you’re doing your job as a CEO. Not going to lie, I just…
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3 Tools to Improve Customer Retention (only 1 is software!)
** This is Article #2 in the Customer Retention series.** This 9 part series teaches you how to build a predictable customer retention strategy. By the end of this series, you’ll be on your way to confidently increasing your customer retention. In the last article we covered why it’s so challenging to improve customer…
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The Most Powerful Tool Customer Success Isn't Using
There’s one extremely powerful tool that most of Customer Success simply doesn’t use. It helps with hiring, role scoping, and enablement. It’s one of the keys to creating assessments, career paths, and a retention strategy for your CS team. And it’s probably already being used by your company’s Sales team. So what is this…