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
In my organization, customer success is multiplicitous: a CSM is a product expert and a customer expert; they own renewals and product support; they function as an owner and generator of revenue.| 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
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
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
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
Customer Success Managers can get overloaded with clients, meaning it's very easy to get bogged down in tactical matters. It’s important to take a step back and align your company efforts with your customers' needs.| Customer Success Collective
Customer segmentation is more than just categorizing clients into who’s paying the most per annum; it's about their diverse needs, aligning services accordingly, and crafting personalized success pathways.| 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
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
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