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Empathy and Alignment: How to Support CSMs and Prevent Quiet Quitting
It’s a difficult time to be in the workforce right now. An estimated 47 million people quit their jobs last year[1]. In customer success, the stats aren’t quite so dire, but CSMs still show the same signs of being dissatisfied with their jobs. According to a recent survey, 69% of CS teams have quiet quitters[2] - i.e.,…
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Change Management Strategies to Improve Software Adoption
Deliver change management for maximum software user adoption in a large user base. Get your people involved in the roll-out. Day 5 – Last Day Of Training “This was great training, and I am not going to use this software!” Did I hear that right? We had been together in a classroom of 20 salespeople learning Sales Force…
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Why Customer Success Teams are a Product Manager's Best Friend
Being an effective CSM is hard. In some ways, being a Product Manager can be harder. How do you collect and synthesize all the data from the market at large, competitor strategies, and the needs of your existing customers into actionable insights? Then, how do you augment and balance all this with your internal company and…
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CSM Retention Clinics - Internal hackathons that help mitigate risk
Author - Ashley Harpp Originally Published - June 10, 2021 The following article comes from Filipe Rufino, a GGR Member and Lead CSM and Mentor at Gartner, Inc. Filipe shares how his team leverages CSM Retention Clinics to help mitigate risk prior to renewal and encourage team collaboration. CSM Retention Clinics What are…
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Building Scalable Customer Success Through Communities
While we’re all being asked to do more with less, Customer Success teams are being asked to do even more and carry the business through these uncertain economic times. It makes sense — keeping the customers you have is often more cost-effective than trying to acquire new ones. These mandates from above have placed a…
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Developing an Optimal Strategy for Scaling Customer Success
Building the Customer Success Center of Excellence While most successful companies know the inherent value of Customer Success (CS), the Customer Success Operations sub function is now becoming the driving force to create a dynamic customer insights engine that cultivates customer advocates and drives sustainable revenue…
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"Not Strategic Enough"
Author: Russell Bourne Reposted from July 7, 2021 Gain Grow Retain proclaims July 2021 is “Engagement Month” and in this week’s blog, I’m going to start us off by discussing something I hear often from frustrated CS leaders: “my team isn’t strategic enough”. At its core, this complaint is a little bit about a CSM’s…
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Digital-Led Customer Experience is Now a Customer Success Requirement
“Customers are the lifeblood of every startup.” -Matt Blumberg, Serial Entrepreneur, CEO, Bolster Blog If customers are so critical to the success of a company, why are CEOs so hesitant to invest in a digital customer experience that delights and leads to long-term growth? Given that the pandemic has caused an economic…
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Customer Success has some growing up to do - fast!
It’s early 2023, the economic outlook is dim, and everyone is laying people off. If you lead a SaaS company, you need to focus on retention of your base. But you haven’t invested in Customer Success as you should have. How will you meet your metrics and objectives? This is not a problem of one company, unfortunately it’s a…
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Scaling Customer Success in a Down Economy
While we're not experiencing a recession yet, with the majority of economic indicators pointing downward, I am sure it's on your mind. How can you find new sources of revenue in this climate? While it may see counter-intuitive, now is the time to scale your Customer Success program. If the economy has you hesitant to scale…