Nominate your Customer Success Heroes!  

Nominate your Customer Success Heroes!

Just because the Oscars are done, doesn’t mean award season is over. We’ve just opened up nominations for the 2nd Annual Customer Success Hero Awards for both individuals and teams! The Customer Success Hero Awards are industry awards that recognize individuals and teams who go above and beyond. They are given out annually at the… (Continue reading)

Customer Retention Cost: A New Metric for the Boardroom  

Customer Retention Cost: A New Metric for the Boardroom

We’re well into the second decade of the SaaS industry. We’ve seen some phenomenal successes in the public markets with stalwarts like Salesforce.com, the next wave of SaaS companies including NetSuite and Workday, and more recent IPOs such as Box. However, there continue to be vigorous debates about the health of these businesses and what’s… (Continue reading)

Top 5 Reasons Marketers Should Attend a Customer Success Conference  

Top 5 Reasons Marketers Should Attend a Customer Success Conference

Written by Anne Janzer, Author of Subscription Marketing. As we approach the spring conference season, every marketer’s mailbox is filled with invitations to conferences and events. So many conferences, so little time! Should you sign up for conferences on social media marketing? Digital marketing? B2B marketing? How about a conference that doesn’t even have marketing in… (Continue reading)

Building an Early Warning System  

Building an Early Warning System

Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To move away out of… (Continue reading)

Inspiration for a Customer Centric Org  

Inspiration for a Customer Centric Org

It is becoming more and more accepted that customer success has to be more than just a function, it needs to be a company wide mantra. Putting customers first is now a core tenant of almost any SaaS or subscription business today. Now while many of us know that we should be focusing on ensuring customer delight,… (Continue reading)

Why I’m sending my entire team to the Customer Success Summit and why you should too  

Why I’m sending my entire team to the Customer Success Summit and why you should too

Written by Mark Fordham, VP of Services at Central Desktop. Customer Success as an industry is still growing and opportunities to discuss it and meet others in it are few and far between. That’s why I make it a point to attend the Customer Success Summit every year and why I always bring my team with me…. (Continue reading)

And the winner is… Totango!  

And the winner is… Totango!

Award season is upon us and Totango emerges early as a winner in this year’s CRM Watchlist. For those who aren’t familiar with this report by Paul Greenberg, the CRM Watchlist is an impact award looking at which companies have made the most impact in the market in 2014 along with those who are anticipated… (Continue reading)

Why should you attend Customer Success Summit?  

Why should you attend Customer Success Summit?

While conferences are a great place to learn best practices that you can leverage in your career, sometimes it’s hard to know which ones are worth the time and money, and which are really just a glorified party. With our 3rd Annual Customer Success Summit coming to San Francisco on March 23-24 we wanted to help people… (Continue reading)

The Loyalty Link: Marketing to Engage and Retain  

The Loyalty Link: Marketing to Engage and Retain

Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value and enhanced profits while preserving existing revenues. Connecting with current customers using customer-centric, data-driven approaches to reach out, on an individual basis, at precisely the right time with exactly the… (Continue reading)

Customer Success Predictions for 2015  

Customer Success Predictions for 2015

2014 has come to an end and it’s amazing to look back and see the phenomenal growth we experienced in the customer success industry last year. Working with hundreds of SaaS companies, I personally saw customer success elevated as a top priority, not only at the departmental level but also at the board and executive… (Continue reading)

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