Customer success management

CSMs collaborate

Which areas should your customer success managers (CSMs) collaborate on?

It’s easy to think of customer success management as an ongoing dialogue between a SaaS customer and an assigned Customer Success Manager (CSM). However, this mindset highlights the critical difference between account management under a traditional sales model and the type of relationship-based customer success management necessary for SaaS company success. Customer success results when…

customer success invest

How Much Should SaaS Providers Spend on Customer Success

Increasingly, businesses are using customer success initiatives to ensure customer satisfaction, goal attainment, and growth. The benefits of customer success for SaaS companies, in particular, are clear: when companies increase the focus on delivering value to customers, it’s easier to retain subscribers. A well-managed customer success program can reduce churn and add new customers based…

Customer success Manager

5 Common Mistakes That Customer Success Managers Make

Customer success is an ongoing process that requires hands-on management at every stage. At its most basic, customer success seems simple: its focus is delivering value to customers that can be measured in terms of optimizing customer productivity, increasing revenue, or several other goals. In practice, however, customer success is complex and challenging since customer…

customer success platform

How to choose a Customer Success platform?

If you are a SaaS provider, you’ve likely heard lots of buzz about customer success. You know that ensuring customer success can help retain subscribers. But how do you measure customer success? What metrics are essential for your product, and what results are critical for your customers? The answer to these customer success questions and…

Customer success metrics

5 Customer Success Metrics You Can’t Do Without

Customer success is a crucial consideration for businesses that provide solutions through a SaaS model. When customers use your service and derive measurable value, they remain as customers and present opportunities for additional revenue. Businesses can best measure through customer success metrics. Several metrics provide insight into the many factors that determine customer success. These…

Customer success, board members

Should your Board Care About Customer Success?

Customer success is an exciting and relatively new concept in business. To be sure, the goals of a customer success initiative have been around for many years. Companies have long understood the importance of delivering value to a customer, and successful sales professionals know that it’s much easier, and cheaper, to nurture a relationship with…