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HOW TO ASSESS CANDIDATES FOR A CUSTOMER SUCCESS MANAGEMENT ROLE?

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 [...]

2022-10-31T18:20:28+01:00

What is the Net Promoter Score?

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 [...]

2022-10-10T21:03:01+01:00

What do recruiters look for in hiring Customer Success Managers?

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 [...]

2022-11-28T13:09:16+01:00

Three (3) Weaknesses of High NRR

 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 [...]

2022-10-10T21:00:36+01:00

Customer Success VS Customer Support

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 [...]

2022-10-27T18:25:26+01:00

Securing Your First Customer Success Management Position

Overview YES there are still JOBS to be filled in CUSTOMER SUCCESS MANAGEMENT BUT... you cannot expect to just walk into a dozen or so interviews and select the position of your choice! If you want to secure your first position as a CSM but have been frustrated by applying for position after position [...]

2022-10-08T20:38:46+01:00