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Measuring What Matters: A Guide to Discussing and Measuring Customer Goals
In Customer Success we measure a lot: NPS, LTV, CSAT, Churn, Retention, Customer Health…. I could go on and on and on. And lately, the hot topic has been around ROI and Value Realization. Customers are combing through their spend with a fine tooth comb and weeding out the “nice to haves”. This has me thinking, “what if we…
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Adding Energy
We’ve probably all had the experience of calling a customer - scheduled or not - and feeling like they’d rather not be on the call. Or, you’ve probably been in the middle of a call and suddenly thought, “I don’t know why I’m in this call, and neither do they”. Needless to say, when a customer doesn’t know what they’re…
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Why Customer Retention is Difficult
Part 1 of a 9 part Customer Retention Story ‘Price’ is often the reason given for why companies are seeing customers churn. The reality is usually very different. Research shows that feelings/emotions are the primary force behind decisions, and justifications follow. This means that your customers leave or stay based on…
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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…