Charging for Customer Success ServicesCustomer Success is the key to customer satisfaction, account expansion, and advocacy. To drive these outcomes, many startup SaaS companies…Jul 6, 2021Jul 6, 2021
Segmenting Your Customer Base To ScaleAs your company grows and you win more customers, you will either need to hire more people or be smarter with your time. To scale your…Mar 30, 2021Mar 30, 2021
QBR: 5 Rookie Mistakes You Should AvoidToo often do Quarterly Business Reviews provide little, or no additional value to the client and lack focus, accountability, or incentive…Mar 2, 2021Mar 2, 2021
Customer Health Score Industry TrendsTakeaways from CSM Practice Customer Success Health Score Survey ResultsFeb 17, 2021Feb 17, 2021
How to Scale the Customer Renewal Process Effectively“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the…Jan 25, 2021Jan 25, 2021
Customer Success Performance IndicatorThis summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO of Client Success…Dec 25, 2020Dec 25, 2020
CSM Team Performance Metrics That MatterA good customer success team drives continuous value to the customer at every point in the customer lifecycle journey. The job of the…Nov 25, 2020Nov 25, 2020
Customer Success Financial Metrics That MatterGuessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and…Oct 28, 2020Oct 28, 2020
Customer Usage Metrics That MatterYour customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with…Oct 21, 2020Oct 21, 2020
Comprehensive Guide to Renewal RateRenewal Rate, what does that exactly mean?Aug 26, 2020Aug 26, 2020