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Reallocating CSM Time Can Dramatically Improve Customer Success Revenue

As a Customer Success Leader, to scale your organization, you have to get the most out of your team. Your greatest lever, is how to allocate a Customer Success Professional’s most important asset, their time. In order to drive the...

How to Settle the Battle over Organizational Structure – Where Do the AM and CSM Fit?

Investment by B2B firms into a Customer Success function continues to outpace all other roles. Growth in Customer Success positions in 2018 was more than 80% above 2017 levels. Leadership continues to place their confidence and budget into Customer Success...

CSM and AM Assessment and RACI

Download the CSM and AM Assessment and RACI. Key Benefits: Create a detailed map of handoffs and areas of collaboration. Identify any friction points. Fill out the form below to download the CSM and AM Assessment and RACI....

When is the Right Time to Deploy CSMs?

In our customer success engagements, the timing of when to introduce the Customer Success Manager (CSM) is one of the most common questions. You only get one chance to make a first impression. Early engagement of Customer Success professionals accelerates...

Survey Results: How Market Leading Companies Plan to Make the 2020 Number

We recently wrote about the emergence of the Chief Customer Officer and took that opportunity to survey CCO’s about how they will make their 2020 number. We found that companies had initially been planning on nearly 31% of their 2020...

4 Ways Inside Sales Can Enhance Customer Experience

Whether you are about to go on a first date or preparing for a discovery call with a prospect – first impressions matter. Regardless if it is from their initial website visit to their first discovery call, the prospects’ experience...

Revenue Multiplier, Not Cost Center: Why Sales Leaders Should Invest in Customer Success

As a sales leader, you have most certainly heard the words “Customer Success,” especially if you are a sales leader for a subscription-based technology company. Some companies tout customer success as the critical driver of their growth. Many others, however,...

Retention is the New Growth – Why Customer Success Is Critical Today

Going into 2020, Market Leaders were already counting on the majority of their revenue coming from their existing customer base. Most companies build their 2020 Revenue plans on an assumption of GDP growth, and this assumption has shifted. As my...

4 Ways for CMOs to Partner With Customer Success to Execute a Stellar Retention Play

It costs seven times more to attract new customers than it does to retain existing ones. Research also shows that a 5% increase in customer retention can generate up to 125% in profits. Given the current economic conditions, customer retention is...

How Market-Leading Customer Success Teams Are Responding to CoVid-19

CoVid-19 is creating an unprecedented situation. In the short history of Customer Success, we have not seen a crisis of this magnitude. Even those of us that are tenured, and have the gray hair to prove it, don’t have another...
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