Software Customer Support

  1. Churn Monster #6 – Abandoned Customer 11/25/2019

    This month we are going to be talking about how to save an abandoned customer. By an abandoned customer we mean – someone who needs support or guidance but for whatever reason has unfortunately been neglected by you and/or your company and is left feeling helpless. This is one of the worst churn risks, because the fault lies on you as the CSM, instead of the customer, however the customer is the one who suffers.

  2. Churn Monster #7 – Stuck Customer 11/25/2019

    We are going to talk about a customer churn risk that all of us in the Customer Success space have experienced – a stuck customer. A stuck customer is someone who is having difficulties progressing forward in a certain phase of the lifecycle journey, for example – implementation, on-boarding, training, product adoption, etc. This customer status is concerning because it signals a warning sign that the customer isn’t receiving the full potential value from your product yet, and the worry is that maybe they never will. The question is, how do you go about handling this customer churn risk?

  3. 6 Things CSMs Need To Do Today To Blow Q4 Out Of The Water 11/14/2019

    If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. Q4 is where the magic happens – prospects are geared up and ready to buy, to capitalize on extra end of year budget and set themselves and their teams up to have the right tools moving into the new year.

  4. Serious About Customer Success? Your CRM Is Not Enough! 11/14/2019

    The SaaS model has rapidly changed the software marketplace by lowering the barriers of entry and exit for buyers. These changes have made it essential that B2B software companies adapt and deliver ongoing user value. Now more than ever Customer Success is essential to the long-term success of your entire organization. A relationship-focused approach to client management is a must.

  5. Turning Customer Success Into A Revenue Powerhouse 11/11/2019

    Every business needs revenue and every business has costs—that much is obvious. Sometimes, however, the line between revenue-drivers and cost-centers becomes rigid. We start to see just the sales team as the department that pays the bills, and departments like customer success as an unavoidable cost of doing business.

  6. The Future CCO: Advice For Those On The Path To The Chief Customer Officer 10/21/2019

    The Chief Customer Officers of the future are Customer Success Managers today. With that in mind, we wanted to help provide a more defined and clear path for you on your journey to understanding the customer better and becoming a future Chief Customer Officer.

  7. New To Customer Success Automation? 15 Ideas To Get Started 10/21/2019

    Customer Success teams contend with a long customer lifecycle: from on-boarding to engagement to renewal to advocacy. Customer success automation has arrived and it automates processes and tasks that otherwise would be completed manually.

  8. Tech Leaders Talk National Cybersecurity Awareness Month 10/16/2019

    In honor of celebrating the 16th annual National Cybersecurity Awareness Month, leading tech industry experts have provided the comments below showcasing the importance of this holiday.

  9. 3 Reasons To Accept Your Next Customer Conference Invite 10/15/2019

    Vendor user conferences are typically designed to celebrate customers and further educate attendees on a solution or suite of products. But, with a designated time to exchange stories and ideas in person, these events also can generate massive value for channel partners.

  10. How To Innovate Technology That Anticipates Customers’ Needs 10/9/2019

    Competition in every industry will always be fierce. Not only will existing competitors continue to launch new variations of solutions, but also new entrants may shake up your industry with market-disrupting business models.