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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,...

Customer Success Best Practices Guide

Download the Customer Success Best Practices Guide. Key Benefits: Understand best practices across the 15 customer success elements within SBI’s revenue growth methodology. Understand how best in class Customer Success organizations allocate their time. Quick Reference guide to save or print for...

The Lasting Impact of Customer Success Teams During the COVID-19 Crisis

For weeks now, businesses have been impacted by COVID-19. While it has been difficult to predict the severity of the pandemic, the one thing that has been unwavering is people’s innate desire to connect with one another. As a Customer...

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...

COVID-19 Customer Success Tool

Download SBI’s Revenue Growth Approach Tool for COVID-19. Key Benefits: Help Commercial leaders maximize revenue during the COVID-19 crisis. Prioritize and sequence the changes necessary to succeed in this challenging environment. Fill out the form below to download SBI’s Revenue Growth Approach Tool...

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...

What Switching to a Consumption-Based Business Model Means for Customer Success

Over the past two and a half decades, Cloud-based software delivery has transformed the marketplace with Software as a Service (SaaS) becoming the default way that customers purchase almost any software. This has changed the dynamics between vendor and customer...

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...
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