Customer Success/Support

  • How To Design A Partner-Friendly User Conference
    How To Design A Partner-Friendly User Conference

    There are several reasons for channel partners to attend a vendor user conference—despite these events being catered (often exclusively) to the customer’s experience. Partners can benefit from user conferences in the same way that customers do, from product education and sales strategy to relationship building. That is, if vendors actively design the event to serve their partner attendees as well.

  • Churn Monster #1 – Disengaged Customer
    Churn Monster #1 – Disengaged Customer

    We are starting a new blog series on “Churn Monsters” (i.e. common churn risks your company might be facing). We will feature one new churn monster a month. In this series we will take a look at a life-like scenario involving that churn monster and give you a rundown of how that churn monster might be successfully defeated.

  • Churn Monster #2 – Cash-Strapped Customer
    Churn Monster #2 – Cash-Strapped Customer

    We are now ready for our second installment of the Churn Monster blog series. In this series we are going over common customer churn risks that your company might be facing. We’ll go over a typical scenario you might be experiencing involving that churn monster and give you a recommended plan of action to successfully defeat that risk.

  • Churn Monster #3 – Slacker Customer
    Churn Monster #3 – Slacker Customer

    The monsters are back! Churn monsters that is. Today we are going to take a look at our third customer churn risk – a slacker customer. A slacker is a customer who could receive value from your offerings but is unwilling to put in the effort to either get started or continue using your product or service. Sound like anyone you currently have as a customer?

  • Churn Monster #4 – The Victim Customer
    Churn Monster #4 – The Victim Customer

    It’s monster time again! Today we are going to take a look at our fourth churn monster – the victim. This is one of the worst churn risks out there, because the customer isn’t actually doing anything wrong, but they are still being affected in a negative way, which increases their likelihood to churn.

  • Churn Monster #5 – Manic Customer
    Churn Monster #5 – Manic Customer

    If you are responsible for customer success or customer retention at your company, you have monsters in your closet. These churn monsters take big bites out of your customer base, which can be very scary. But never fear, we are here to help you learn about these possible customer churn risks and devise a plan to beat them.

  • Churn Monster #6 – Abandoned Customer
    Churn Monster #6 – Abandoned Customer

    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.

  • Churn Monster #7 – Stuck Customer
    Churn Monster #7 – Stuck Customer

    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?

  • 6 Things CSMs Need To Do Today To Blow Q4 Out Of The Water
    6 Things CSMs Need To Do Today To Blow Q4 Out Of The Water

    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.

  • Serious About Customer Success? Your CRM Is Not Enough!
    Serious About Customer Success? Your CRM Is Not Enough!

    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.

  • Turning Customer Success Into A Revenue Powerhouse
    Turning Customer Success Into A Revenue Powerhouse

    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.

  • The Future CCO: Advice For Those On The Path To The Chief Customer Officer
    The Future CCO: Advice For Those On The Path To The Chief Customer Officer

    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.

  • New To Customer Success Automation? 15 Ideas To Get Started
    New To Customer Success Automation? 15 Ideas To Get Started

    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.

  • Tech Leaders Talk National Cybersecurity Awareness Month
    Tech Leaders Talk National Cybersecurity Awareness Month

    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.

  • 3 Reasons To Accept Your Next Customer Conference Invite
    3 Reasons To Accept Your Next Customer Conference Invite

    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.

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