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CS and Cross-Functional Operations Teams
A great deal has been written in the past couple of years regarding Customer Success Operations (CS Ops) and Revenue Operations (Rev Ops). The overlap of and synergies between these two organizational departments are straightforward, as they both are highly engaged in the shared goal of measuring financials. A relationship…
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Amplifying and Automating CS Using Video
As many as 59% of customers who love a product are willing to walk away after bad experiences. This is how important your customer success is. If you're like most customer success professionals, you're looking for new and better ways to amplify your efforts and automate your work. Here's some good news. Videos help you do…
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Taking Customer Experience Mapping to the Next Level
I don’t know about you, but any time I hear someone say they’ve figured out a way to take something to ‘the next level’, I almost immediately ask myself what the current level is. That way, after I listen to what they have to say, I can make an accurate evaluation of whether their recommendation(s) did, in fact, advance…
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To QBR or Not to QBR
For those of us in the Customer Success game, that really isn’t a question, let alone the question. The QBR (Quarterly Business Review) process is a practice as predictable as death and taxes. Here’s how it goes: each quarter, customer success teams sit down (in person or virtually) with key customer stakeholders to ensure…
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How Can Customer Success Help to Create a Seamless Customer Experience?
“92% of companies that improve their CS see improved Customer Loyalty and 84% report increase in revenues.” Source” PRNewswire Trust, Customer loyalty, and the bottom-line all benefit when brands focus on providing a streamlined customer experience. The data above proves the point. But how do we create that seamless…
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How to Scale Customer Success with a Digital First Approach
Overview: Today I wanted to share the story of why Aruba Networks has gravitated towards a digital first customer success model and how our digital first customer success program came to be. Companies are moving towards a digital experience, a move that was expedited not only by the pandemic outbreak in 2020 but also with…
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Improving Technical Support Processes to Drive Customer Satisfaction
There are many instances where the Technical Support team reports to the Customer Success Leader. Tech Support is such a big component of the customer experience. Ensuring that they are set up to be their most effective in their customer engagements is an important area for improvement where possible. One of the ways to…
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Customer Success and the Case for Technical Curiosity
So, hear me out... I truly believe all CSMs should be technically curious. Notice how I won't go as far as saying "CSMs should be technical", as there's a lot of connotative baggage that comes with tacking on that adjective explicitly. But having an interest in the technical aspects of your tool, a curiosity for the…
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Customer Success for Channel Partners
Aligning the Channel Partner Ecosystem for Customer Success In the age of connectivity, it no longer makes sense for channel partners and vendors to market and sell products in separate silos. Today’s selling environment calls for close collaboration to deliver long-term value for customers. And thanks to readily available…
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Customer Success is the Key to Winning in SaaS
The key to winning in SaaS is customer success. There’s one key reason why: People trust what a company’s customers say more than they trust what a company says about itself. The average software buyer spends only 17% of their time in-market interacting with vendors. And that 17% is split across all of the solution…