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
From the early days of SaaS to the post-pandemic world, the landscape of customer relationships has dramatically shifted. That’s really what this article is about; I want to share my personal journey and make a case for why Chief Customer Officers (CCOs) should own revenue.| Customer Success Collective
The customer success community has been in a heated battle about whether or not we should drive the revenue train. The debate is over, and here’s the verdict: we are revenue generators – so all aboard the Expansion Express. I suggest we start in the bar car, with snacks.| Customer Success Collective
Aligning business-wide initiatives and driving frictionless renewals are key goals for any customer success leader in a business that follows a recurring revenue model. In this article, we'll explore how to leverage customer success operations (CS Ops) to achieve organization-wide alignment.| Customer Success Collective
Despite the initial revenue sting, a lost customer isn’t the end of the road. Raymond Otero outlines how one second chance sparked a transformation for his client – and why win-back strategies matter more than ever.| Customer Success Collective
Empathy is a critical skill. By putting ourselves in the shoes of our customers, customer success managers can better understand frustrations or roadblocks customers may be facing.| Customer Success Collective
When applied correctly, automation, automation, and AI-enabled customer success will open up additional prospects in the future to transform the CS landscape completely.| Customer Success Collective
Just as you wouldn't start building a bridge without a blueprint, a customer success team shouldn't start their work without a clear understanding of their customer base.| Customer Success Collective
Customer success operations, otherwise known as CS Ops, is a new type of role we’re beginning to see crop up within customer success. Like any ordinary operations role, CS Ops functions within customer success to help it run smoothly.| Customer Success Collective
Since late 2022, the world hasn’t quite been the same. For months, ChatGPT was peerless. This changed in March 2023 when the world’s largest search engine entered the game: Google released Gemini (formerly known as Bard).| Customer Success Collective
Both customer and community marketing focus on customer experience and building long-lasting relationships. However, the way in which they achieve this sets them apart, plus their goals will differ too.| Community-Led Alliance
In every industry or business function, getting to grips with the lingo can be a little daunting. This feeling can be particularly prominent when confronted with a million different acronyms, something customer success is definitely guilty of.| Customer Success Collective
Every customer success professional will be acutely aware of how important it is to get customers to use their product. A low-adoption rate is one thing, but unengaged customers left to their own devices may decide to cancel their subscription.| Customer Success Collective
For whatever reason, customers can be lost to churn. It’s a situation all businesses will find themselves in. The trick? Have a strong customer success strategy in place.| Customer Success Collective
Are you tired of the same old customer success approach? It's time to shift your thinking to outcomes-based strategies. In this article, we'll explore the power of outcomes-based thinking and how it can revolutionize the way you approach customer success.| Customer Success Collective
Whether you’re working at a small startup or an accomplished organization, customers are the lifeblood of your business. Companies must measure the metrics surrounding customer churn, and solidify their all-important customer retention rates.| Product Marketing Alliance
Onboarding greets us in new jobs, schools, apps, and devices. This process of training and orientation enables smooth transitions. But what makes for quality customer onboarding? Let's explore the art and science behind integrations that stick.| Customer Success Collective
I’m going to focus on a really crucial element for customer success: how do you prove the value of customer success to your organization and 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
A low-adoption rate is one thing, but unengaged customers left to their own devices may decide to cancel their subscription. Success in adoption is determined by how often and how effectively your customer uses your product.| GTM Alliance
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
Customer feedback is one of the most essential parts of a customer success strategy, letting you understand and improve the customer experience.| Customer Success Collective
My name is David, and I work at LinkedIn, where I lead a team of customer success managers out of EMEA. We work with the largest global clients in the LinkedIn Sales Solutions business.| Customer Success Collective
Having built customer success teams from the ground up, I can tell you that data is key when it comes to being proactive. In the ever-changing business landscape, it's not enough to just win customers over – we need to anticipate and address their needs to deliver the maximum value possible.| 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
No business can retain every one of their customers. Nonetheless, this doesn’t mean you can’t put measures in place to reduce churn, in a bid to keep your all-important customer base intact.| Customer Success Collective
In this article, we'll demystify the jargon around metrics and cut through the confusion to highlight the most important KPIs for optimizing customer acquisition.| Revenue Marketing Alliance
As a CSM, figuring out the best way to interact with customers can be a challenge. You don’t want to bombard them with emails or product updates, nor do you want to leave them in the lurch. This is where high-touch and low-touch engagement models come into play.| Customer Success Collective
In a realm where customer relationships and strategic engagements are paramount, the evolution of CS has been both a challenge and an adventure, shaping and reshaping the way we interact with and deliver value to our customers.| Customer Success Collective