CSM

What makes a good Customer Success Manager (CSM) great?

5 Comments / Customer Success / By Anshi Bhadoria

SaaS companies rely on customer success for their own success. Customers have more choices and opportunities to move on to a competitor’s product or service, thanks to the SaaS subscription delivery model. This relatively new way of selling and providing customer service makes it crucially important to remain completely in-step with customers. Not only are…

Customer Success Management, Customer Success

5 Best Practices for Enhancing Customer Success Management

8 Comments / Customer Success / By Rohan Sheth

SaaS businesses often have difficulty managing and improving customer success. There are several reasons for this difficulty, but the main obstacle is often a lack of customer engagement with the provided solution. Prior to cloud innovations and delivery of software in an “as a service” model, technology solutions providers could sell a software license and…