The Big Bold Secret to SaaS Growth in 2020!
Do you want to boldly grow your SaaS company in 2020 – and beyond? You need to fundamentally change your business model and your mindset to focus on customer success.
Increase Customer Success with Equivalent Metrics
What is the point of having data and metrics if you don’t use them to make better decisions and take action? Your Success Metrics Need to Drive Action!
4 Steps To Develop a Proactive, Confident CS Team
Confident Customer Success Managers When we ask clients what they most want to have as an outcome from Customer Success (CS) training, they often indicate that they wish their Customer Success Managers (CSMs) will become more confident when working with customers. They want customer success…
The Top 2 Questions Customer Success Managers Should Ask in Every Meeting
Many Customer Success Managers (CSMs) struggle with lacking the confidence, or the experience, to have the most productive conversations with their clients. They tend to get nervous or uncomfortable with asking clients about business issues and discussing what it will take for the client to…
When Will You Lose Your First SaaS Sale Because Your Customer Success Services Are Not Market Competitive?
Old School SaaS Sales: Focus on the Product My how quickly things have changed. It seems like only yesterday, SaaS vendors were worried that getting the Customer Success (CS) teams involved in the sales process would only slow things down and prevent a sale from…
3 Steps to Build Better Customer Success Relationships: “The Go-Slow to Go-Fast Approach”
Many well-intentioned CS professionals are so focused on the details of their product or service and are in a rush to get the customer to cover lots of information that they skip the critical relationship-building tasks that form the foundation for a strategic, trusting relationship….
Customer Success Metrics that Increase Executive Support
You need to have clear executive support if your customer success program is going to survive. What metrics and measures do you need to prove the short-term and long-term value of their customer success investment? I have had many discussions with customer success (CS) leaders…
The New SaaS Sales: Treat Perspective Software Buyers Like Investors, Not Customers
If you are a software vendor, consider this: What would it look like if you approached each sale like you were trying to raise investment capital instead of just selling a piece of software? Knowing that most software buyers (ah, funders, in this case) have…
What About The Customer?
This guest blog was written by Jason Noble, a UK-based Expert in Customer Success. Jason is also co-host of, “The Jasons Take On…” a monthly webinar and podcast program that covers a wide-range of customer success topics. Being Customer Centric One of the biggest challenges…
5 Must Do Steps for People-Centric Customer Success
When customer success (CS) first came into the mainstream, many vendors focused firmly on their product. They were very focused on specific features and functions. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to…
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