Writing your first Customer Success Management Resumé. Becoming a Customer Success Manager isn’t easy. It takes time, effort, and dedication to get there. However, once you do, you’ll get to work proving the value is attainable and growth isn’t too far-fetched. A CSM should be able to quickly identify frequent churners and take corrective [...]
The NPS for Customer Success Managers Net Promoter Score (NPS) is a management tool that can gauge the loyalty of a firm's customer relationships. It is an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. The NPS is based on one simple question: How likely are you [...]
4 Expertise Customer Success Managers Must Have To be a Customer Success Manager, you should be the best. With its growing popularity and importance, Customer Success has proven the value it can bring to the table- for companies and customers. Customer Success Managers are at the front, paving the way toward goal [...]
Three essential data high NRR hides from the eye of a Customer Success Leader. For SaaS companies, the ratio of recurring revenue to total revenue earned in the past 12 months is a critical metric that tells if they are growing efficiently. Calculating your Net Retention Rate (NRR) is one of the most [...]
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 [...]