Your Customer Success Workflow: A Guide to Understanding and Optimizing It
The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout the customer lifecycle. Keeping track of all of these engagements can be daunting, but effective
7 Customer Success Team Goals for Your Enterprise in 2019-2020
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding
Proven SaaS Customer Success Best Practices to Increase Lifetime Value
Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it
Customer Success – The Farming Paradigm (With Gifs!)
So we all know farmers. Source: thehappiestdonut.tumblr.com No, not that type of farmer…. the kind that grows trees. For thousands of years, they have been mastering a very simple, repetitive process - prep the soil, plant the seeds, water, provide nutrients, harvest,
Top Executives Weigh In On Lessons Learned In Customer Success
At Customer Success Summit 2016, executives from Oracle Marketing Cloud, Hubspot, and Eventbrite shared some of the most valuable lessons they learned through the evolution of customer success in their careers and at their companies. Watch the two recorded sessions
When Is The Right Time For a Customer Success Solution?
You know the fastest growing SaaS companies have the best record on churn and upsell. You’ve heard the success stories. You attended the Customer Success Summit. You’ve even heard how customer success solutions have evolved to manage complex hierarchies and
Easy-to-miss customer success blunders that can cost you customers
In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success. If you have ever dealt with customers before, you have inevitably faced a situation which made you wonder: where
Becoming customer centric at an early-stage startup
The writing is on the wall. From top venture capital firms to industry leaders, the B2B SaaS space is universally accepting more customer-centric principles to proactively influence the lifetime value of the customer. With good reason. In Gallup’s “Guide to Customer Centricity”
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