Three major differences between Customer Success and Customer Support Customer Success has proven its importance; however, not everyone is clear about precisely how it differs from other fields. One of the most common misunderstandings is that Customer Success is the same as Customer Support, or that the two concepts share the same [...]
As we all know, customer success managers are tasked with retaining existing customers by helping them achieve their expectations when using the company's product or services. They work with multiple departments to understand what the customers want and need and formulate a plan that efficiently leads them towards its attainment. On the other hand, [...]
The role of CS Leaders in scaling up CS Teams Scaling Customer Success requires strong leadership. Stakeholders hesitate to scale Customer Success. Despite the proven value it delivers, there’s still little understanding of what it does and how it works in a business. This leads to difficulties for Customer Success leaders to [...]
Presenting the value Customer Success delivers to investors. For Customer Success Managers, the customers are always the priority - their situation, progress, and any difficulties they face that hinder them from achieving success – the attainment of their expectations. However, an organization’s customers aren’t the “only customers” CSMs must deliver value to. [...]
Selecting the right person for a Customer Success Management role is challenging, especially if you don’t know exactly what you expect them to do- their purpose, actions, and the cost of having one. It is then essential to identify first whether you really need a CSM in your department and your expected outcome. If [...]
Three (3) things you should know when handling a large CS Team As the Customer Success organization matures, the role of a leader adopts. When a company grows, its culture changes. The previous “close and personal relationship” that works best in small teams won’t work anymore as it’s nearly impossible to form [...]
Performing Personal Evaluation for Customer Success Managers. Once a Customer Success strategy has been implemented and, let’s say, completed, the role of a CSM doesn’t end there. Aside from evaluating the engagement itself, it is also essential that CSM evaluates themselves and their performance. In today's customer-centric world, Customer Success Managers [...]
As customer expectations continue to rise, businesses recognize the need to invest in specialized roles. For many companies, a Vice President of Customer Success (or similar role) may be an untapped opportunity to further their capabilities and demonstrate value. For the past 12-month period, there has been a 66% increase in VP of Customer Success [...]
The challenges and solutions in scaling up CS Teams Customer Success Teams are crucial to any company. They help you to build and maintain relationships with your customers, solve complex problems, and ensure customers receive the value they expect to achieve. They are the driving force behind customer engagement, retention, and revenue growth, [...]
We've all been on the job hunt at some point in our lives, and it's never precisely an enjoyable experience. Whether you're interviewing for a Customer Success Manager role or a job as a Customer Success Manager, there are always some questions you can expect to encounter and a few that might take you [...]