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The Account Prioritization Matrix helps CSMs focus efforts and deliver value
Christmas is just around the corner! 2021 was an incredibly big year for Customer Success with the pandemic making it more essential than ever to …
TikTok – A new customer is in, the countdown has started to transform new users into loyal customers.
6 key points to implement for a successful new Customer Success Manager onboarding
Hubspot supports Sales and Marketing. But Customer Success? Well, you can get your way around it. Here’s how.
There can be a million reasons for churn. Many of them can be fixed by the Customer Success department. Some can’t. Most of the potential …
We often forget that the first interaction with our customer is not the handover or the onboarding: It’s actually the discovery call. The discovery call …
Does your company have a Product Marketing department? And any time you launch a new product or feature, the entire process is clear? And there …
In German there’s a great expression: “Die Sau durch’s Dorf jagen”. It translates to “chasing the pig through the village” and it refers to the wavering …
If you’re like most SaaS businesses, your CAC is one of the key metrics for your Sales and Marketing teams. It’s usually calculated by adding …
Dollar Shave Club is one of the brands that are often brought up when we talk about the subscription economy. Instead of traditional repeat purchases, we …
Wrong. When I started posting content on Linkedin, I had a clear goal in mind: I wanted new business relations to flourish. Potential customers see …
One thing that I’ve encountered with every Customer Success team I ever worked with: a) they are the most empathic team in the company (what …
Your salesrep sends you an email. “New customer. Good luck.” Nothing more. If your org is not really CS-centric, or they have just started with Customer Success, …
Customer Success needs to be a company-wide philosophy. Customer Success starts with Sales and Marketing. You’ve heard these or other obvious statements often enough. But …
Marketing is about emotions. Sales is about emotions. Repeat after me: Customer Success is… really? Marketing cannot be trusted. Sales cannot be trusted. All they …
Health scores are hailed as the panacea 💊 in Customer Success. The reality is that they give yet another excuse to not be proactive in CS. Health scores must be built on top of success journeys that lead to the goal of the customer to be effective.
How can Customer Success spend more time on more important tasks? The Pareto principle gives us the answer.
Hiring a Customer Success Manager with SaaS experience can be harder than finding a needle in a haystack. Here’s my tip if you’re looking to add members to your team, but don’t know where to look.
I used to struggle with the Marketing department: They always asked for stuff, but it always ended up creating more work and questionable value. Here’s how I fixed it.
Many customers usually means a lot of ideas. That’s great! But if we just send every request to our colleagues in the product department… their inbox will be full. Here’s a better way to handle customer requests for optimal output.
I like to celebrate the little things during customer onboarding. And if you don’t know what you can celebrate, here’s my twist on it.
CSMs usually don’t have too much to do with the Finance department. What a wasted opportunity!
How can we talk more with Sales, Marketing and the Product department? It all starts with these 3 simple measures you can implement today.
