In this article, I'm going to be talking about should CSMs own the revenue? I'm going to be sharing why and why not. This is a hotly debated topic so I'll be sharing points of view from both sides.| Customer Success Collective
The world is full of age-old questions that continually spark, often heated, debates. But to tap into one of the biggest quandaries of the SaaS zeitgeist… who should own customer renewals? Should it be sales? Customer success? Account management? Or perhaps a specialist renewals role?| Customer Success Collective
What happens when your customer's subscription comes to an end? You want to continue that amazing relationship with the customer. This led us to ask, “How should you navigate the renewal process?”| Customer Success Collective
They’re both two job titles that float around every business and both seem related, right? But it’s not just a case of rebranding; Customer Success Managers (CSMs) are not Account Managers re-packaged for technology industries like Software as a Service (SaaS).| Customer Success Collective
Figuring out how to navigate customer success may initially seem like a bit of a minefield. We're here to map out exactly how you can use customer success metrics to improve your revenue and customer retention.| Customer Success Collective
There are several strategies for retaining customers (many of which we’ve written about) that can help transform your bottom line, but today we’re going to focus solely on the importance of building lasting relationships with your customers.| Customer Success Collective
Let the record state that being in a customer success role is not easy. You’re working with clients every day who vary in personalities, are from different organizational backgrounds, and are constantly coming to you for advice and best practices.| Customer Success Collective
Net Promoter Score (NPS) is a powerful metric for any customer success team to spark implementation, drive growth, and secure retention.| Customer Success Collective
In this article, I'm going to be talking about customer success as a growth driver. I hope that what I share is going to be relevant to your daily lives and that it sparks some interesting discussions.| Customer Success Collective
SaaS is cloud-based software licensing where a customer uses a nifty subscription to get access to a product. Instead of downloading software and installing it to a computer, with SaaS a customer uses an app through the internet browser. Simples.| Customer Success Collective
What if we told you that a single individual customer could be worth over $10,000 to your business? In this article, we'll show you how to shift focus to the big-picture relationship with customers rather than the individual sales – with an insightful metric called customer lifetime value (CLV).| Customer Success Collective
When a customer stops subscribing to a product, or a service, it’s referred to as customer churn. While this is primarily used in the world of SaaS, the principles behind churn detection, calculation and strategy can be applied to product subscriptions too.| Customer Success Collective
Your customers can be a lucrative revenue source, and it's easier to sell to them than sourcing new customers. The trick? Upsell and cross-sell.| Customer Success Collective
At Customer Success Collective, we love hearing from Customer Success Managers. In fact, we’re obsessed with them and the work they do; our small contribution is to create a hub of educational resources for global CS enthusiasts.| Customer Success Collective
If you want to build a business that gives your customers exactly what they want, you need to make customer success a priority.| Customer Success Collective
Customer success can be incorporated before the point of purchase to maximize customer lifetime value, customer experience, and establish foundations for revenue growth.| Customer Success Collective
