Building a Customer Success Team? Start with Customer Feedback

Building a Customer Success Team? Start with Customer Feedback The genesis of a customer success team is often “ready, fire, aim”.  Somebody has to manage the growing customer base, and quickly. But the team should start with a purpose, or else you risk mismatching your hires to the needs of the job. How do you … Continue reading Building a Customer Success Team? Start with Customer Feedback

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Customer Health Scores? You’re Probably Doing It Wrong

  A lot of work has been done in recent years to develop customer health scores.  In B2B SaaS, even more work has been done to automate the process. Interestingly, the underlying approach that most companies use is flawed.   We can draw a lot of lessons from sales forecasting in order to get health … Continue reading Customer Health Scores? You’re Probably Doing It Wrong

Customer Adoption Can Feel Like Herding Cats

You defined the customer journey.  You onboard & train new users. You make support and knowledge resources available. And still, users don’t adopt your products in the timeframe and manner that you want. To be great at driving adoption, we have to recognize that there’s no singular user journey.  Rather, there are many.  Get ready … Continue reading Customer Adoption Can Feel Like Herding Cats

3 Ways to Improve NPS® Using Email

We wrote recently about how we’re analyzing NPS® all wrong.  We need to look deeper at the engagement and usage history as the drivers of NPS. And perhaps worry less about customer segmentation as a source of new insights. Since email is a primary communication channel, how can we use it to improve NPS? Make … Continue reading 3 Ways to Improve NPS® Using Email

7 Uncomfortable Questions About User Adoption

If you’re like many folks in Customer Success, you spend most of your days working with key stakeholders at your customer accounts.  People like business sponsors, department leaders, admins and projects managers. Suddenly, the week is over and you haven’t spent a minute with the actual users of your product.   If you believe - … Continue reading 7 Uncomfortable Questions About User Adoption

Predicting Customer Health: Look for Asymmetries

If you’re looking to measure customer health, start with understanding how important you are to each other.  Where there's asymmetry in the relationship, you’re likely facing future risk. Consider this matrix that describes the criticality of your customer relationships. How critical is a customer to you? How critical are you to them? What does “critical” … Continue reading Predicting Customer Health: Look for Asymmetries