Building trust is not easy. It takes effort, it takes time, and it also takes a few tricks up your sleeve to earn customer trust. In the customer success industry, building trust is extremely important. The trust between a customer and a company is just as significant as it is for any other relationship. When…
Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director…
Especially for the B2B organizations, customer experience is the new buzzword for the SaaS industries. There has been a gradual shift in the mannerisms the CS teams exude in the level of engagements or commitments. It’s a shift any customer success leader can capitalize on, but only if they develop the means to monitor and…
Most of the time, when your product development team is too involved in creating the software, they tend to lose sight of its overall usability. They get involved in building the product so much that they often misjudge how it would appear to a first time user. Launching a product could be a daunting task…
The advent of consumer mobile apps has created new benchmarks for user experience. Also, fatigued by an increasing ecosystem of SaaS tools, modern users want their web apps to ‘just work’. Stung by criticism, customer churn, and flat-lining of their product usage, many SaaS companies have woken up to the fact that product adoption is the fundamental…
