Customer segmentation is a crucial part of any business strategy, be it used in marketing, customer success, sales, or product teams. It’s the difference between a customer staying put or leaving due to not experiencing product or brand value due to the “spray and pray” approach.| Customer Success Collective
We're driving excellence in the customer success function. You're in the right place if you want to learn, share, develop, and scale with customer advocates worldwide.| 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
Join 1,000s other customer success managers and test drive your CSC membership without spending a dime.| 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
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
You don’t have to look far in science fiction, be it in books, TV, or film, to find dystopian depictions of artificial intelligence, commonly abbreviated as AI.| Customer Success Collective
Benchmark your pay against hundreds of global CS professionals. Every day, customer success professionals like you shape the future of client relationships. But are you being valued fairly for your impact?| 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
Are you underestimating the power of customer success plans in your client interactions? Well, get ready to see their true potential in enhancing customer relationships and driving results.| 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
I've come to realize that the bedrock of any transformative strategy is deeply embedded in the rich soil of customer experience research. It's a realm where data and human experiences converge and, when harnessed, can unlock untold potential for innovation and growth.| Customer Success Collective
Mutual engagement plans provide concrete and quantifiable evidence of all the work you and your stakeholders have been able to accomplish – even better if they’re led by customer success.| Customer Success Collective
It’s quite simple, there will come a point for every revenue-generating business where they’ll have to figure out how to sell more to their existing customers because, eventually, they’ll tap out of new customers.| Customer Success Collective
What comes to mind when you think of value realization? What actually is value realization? How do we help the customer realize the value of the product or service we’re offering? At what point does the customer realize value?| 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
Increasing retention by just 5% could drive your profits from 25% to 95%. It seems silly to dismiss a potential profit increase like that, right? That’s why customer retention strategies are such an important factor when it comes to customer success.| Customer Success Collective
Your customer success team is the beating heart of the customer experience, so building a high-performing customer success operation must be a top priority for any customer-centric organization.| Customer Success Collective
Discover key strategies and advanced best practices essential for building a strong social media support team, effectively utilizing AI, and ultimately creating a more responsive and engaging customer experience.| Customer Success Collective
Driving customer retention and growth is critical, and a powerful tool for this is win-loss analysis. In this article, explore how win-loss analysis can fit into your broader CS objectives.| 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
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
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
Empowering your customer success team through effective onboarding is crucial for driving customer satisfaction and reducing churn. In this article, discover strategies and practical steps for elevating your onboarding process.| Customer Success Collective
Empowering your CS team is the key to reclaiming your sanity. In this article, discover strategies and practical steps for implementing effective knowledge transfer methodologies to transform your CS operations.| Customer Success Collective
Finding and defining your purpose in a professional role can be challenging and rewarding. Kelly Paterson, Director of Account Management at Workable, shares the strategies and outcomes of a four-week program designed to help her team discover and embrace their purpose.| 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
Digital customer success is about much more than implementing tools; it's about crafting meaningful, timely interactions that guide customers effectively through their journey with your product or service.| Customer Success Collective
In today's highly competitive business landscape, understanding and managing customer churn is crucial to a company's long-term success. But calculating churn isn’t a case of highlighting what’s wrong with a company. It’s not all doom and gloom – far from it.| Customer Success Collective
Our latest podcast episode delves into this fascinating confluence, featuring an insightful conversation with a seasoned expert in digital customer success: Alex Turkovic, Director of Adoption Programs (Digital Customer Success & Customer Education) at Snow Software.| Customer Success Collective
In this episode of CS School, we sat down with Kimberly Ayala, Director of Customer Success (North & South America) at Akeneo, and chatted about everything segmentation-related. Digital segmentation, AKA “tech touch” is touted as a vital approach in all businesses, but how and why is it employed?| Customer Success Collective
In an environment where the stakes for maintaining and expanding business relationships are higher than ever, being proactive and focused on ROI is essential.| Customer Success Collective
Discovering the incredible capabilities of generative AI in customer success can be an exciting, if not, challenging journey. And when it comes to its application in SaaS businesses, AI thoroughly redefines how we engage, understand, and deliver value to our customers.| Customer Success Collective
Suyog Gandhi, Director of Customer Success at Salesforce, unravels strategies and approaches for personalization.| Customer Success Collective
