by Rachel KirschenAugust 22, 2016 What do you think makes a B2B company successful? Turning a profit? Going public? Rapid growth? If you put yourself in the shoes of a customer success manager (shoes I’ve filled more than once), the correct answer will be revealed… If your customers are succeeding (with your tools, support, and … Continue reading 5 Tactics For Ensuring Customer Success
by Andrew Dalglish Follow @circle_researchAugust 18, 2016 Most companies have a customer satisfaction research programme in place, but not all are made equal. Some are active agents of change – they spur the organisation to act, building stronger customer relationships, boosting customer loyalty and ultimately improving commercial performance. Others are passive observers – they simply … Continue reading Driving Action From a Customer Satisfaction Program
by Paul Chilensky July 30, 2016July 30, 2016 You’ve succeeded at putting a Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is … Continue reading 5 Little Changes that Make a Big Difference in Customer Success
ACSI has come out with a report on customer satisfaction across e-business. Tamar Weinberg on July 26, 2016 at 12:01 am ACSI, the American Customer Satisfaction Index, has released interesting findings regarding how social media, search engines and new websites have affected the overall perception of e-business. This year’s report culled data from nearly 70,000 … Continue reading ACSI report: customer satisfaction increases for e-business despite dips in social media
by Ross Simmonds July 20, 2016 Follow @thecoolestcoolJuly 20, 2016 If you’ve ever watched House of Lies, Mad Men or The Entourage, you might think that the life as a freelancer is pretty exhilarating and action packed. In reality, the amount of drama is actually quite limited and you have complete control over the types … Continue reading 5 Insights For Surviving Client Conflicts With Everyone’s Feelings Intact
by Paul Philp July 13, 2016 Follow @pphilpJuly 13, 2016 The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. There are calculations and strategies, analyst research, reports and findings, and numerous compelling blog posts – enough … Continue reading How Customer Success Will Succeed
by Danny Wong July 12, 2016 Follow @dannywong1190July 12, 2016 Big fish enterprise customers are a dream to chase given the high dollar values of their accounts, but due to long sales cycles and high acquisition costs, some B2B businesses may lose money on short-term engagements and only achieve profitability on the account when the … Continue reading How to Keep Existing Enterprise Customers Happy
by Dave Blake June 10, 2016 Follow @davecblakeJune 10, 2016 In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers … Continue reading Compensation Plans for Customer Success Managers
by Steve Bernstein May 27, 2016May 27, 2016 I’m coining a new term. Avg-holes. It’s pronounced Average-holes. I use the abbreviation, for obvious reasons. It’s the same connotation as the other A-Hole word; only this one applies to people who put the weight of their business’s plan on customer averages. I recently read an article … Continue reading Don’t Be An A-hole
Newest “State of Marketing” report describes what approaches characterize high-performing marketing teams. Barry Levine on March 30, 2016 at 2:41 pm It’s all about customer satisfaction. That approach, which is increasingly becoming accepted wisdom among digital marketers, is confirmed in Salesforce’s newest “State of Marketing” report, out today. Thirty-five percent of surveyed marketers cited customer satisfaction … Continue reading Salesforce survey: Customer satisfaction is more important to marketers than revenue or customer acquisition
