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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...

How Salesforce Invested in Customer Success to Soar to $1B in the Last Recession

Remember when a cloud was only a fluffy thing in the sky? It was only 20 years ago that Salesforce introduced the revolutionary idea to help companies use cloud-based applications for customer relations management. The applications would be run over...

The Evolution of Customer Success Managers and Their Impact on Revenue

We have launched and transformed several Customer Success teams. Typically, for new teams, the focus should be on onboarding, value messaging, and renewals. To effectively execute on this, we develop the talent profiles, build playbooks for the team, and design...

Does Your Key Account Program Give You a Competitive Edge?

You’ve completed planning for the upcoming year, and in order to hit your number, you’ve identified your most important customers. These accounts are where you cannot fail.Your key account program ensures your best account managers are engaged, but is that...

Account Management – An Opportunity for Growth

Ten. Nine. Eight. Seven. Six. Five. Four. Three. Two. One. The all-too-familiar sound of the champagne popping signals the beginning of a new year. It’s Wednesday, January 1, 2020. You have twenty-four hours left of vacation. Twenty-four hours left until you...

Creating Unforgettable Moments in Key Phases of Your Customer Journey

Market-leading companies develop and execute on strategies that are aligned to their customers expressed and unexpressed needs. This is often captured in a Customer Journey Map. While this tool is frequently used to prioritize operational improvement efforts, to deliver on...

How Much Revenue Are You Losing by Ignoring Your Best Product Designers?

B2B companies no longer have the luxury of a purely functional User Experience Design, narrowly focused on the product needs of a specific industry or department. The consumers, and more importantly buyers of professional services and software are bringing their...
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