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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Compensation Leads to Customer Success in 2017

It’s the start of the year, when companies review their annual goals and compensation plans. Typically, customer retention and growth is a top priority.   Do you have the right incentives in place to meet your 2017 customer retention goals?  There are two approaches to answering this question: bottoms-up and top-down.  Bottoms-up: Start with owners … Continue reading Compensation Leads to Customer Success in 2017

Get Efficient or Get Fired? 3 Strategies to Streamline Your Customer Success Team

“If you’re not getting more efficient every month, you should be fired!" said a Customer Success leader at a recent networking dinner.  He went on to assert that a Customer Success team should not grow in proportion to your customer base or revenue. With a looming industry slowdown, should we be following his advice? This … Continue reading Get Efficient or Get Fired? 3 Strategies to Streamline Your Customer Success Team

Customer Success Tools: The CEO’s Daily Friend?

I went to meet the CEO of one of my customers the other day. We were talking about the status of the Bluenose implementation at his company. He shared how excited he was to complete the next phase, when usage data from their product flowed into Bluenose and he could access a Customer 360 profile. … Continue reading Customer Success Tools: The CEO’s Daily Friend?

Your Business Model Dictates Your Customer Success Model

We come across a wide variety of SaaS vendors in the marketplace. We often see their Customer Success teams struggle to align themselves with the specific needs of the business they are in and understand what their Customer Success model should be.   The symptom can also be seen by one’s (in)ability to describe what … Continue reading Your Business Model Dictates Your Customer Success Model