Fancy connecting with go-to-market pros and pioneers all over the world? Exchanging ideas? Pushing each other to do great things? Course you do! Then join the world’s fastest-growing community focused on go-to-market growth| GTM Alliance
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
Picture this: you have an in-demand product, a seemingly solid customer base, and money pouring in. Surely you’ve made it, right? But the thing is, none of these things matter without setting the right measures in place to monitor the good and the bad.| 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
Discover how to build a culture that values the importance of each customer interaction and empowers employees to provide the ultimate service.| Community-Led Alliance
As a CS leader, there’s a responsibility to set the standard through your actions. Fundamentally, any big change needs to come from the top. To ensure each customer interaction counts and your whole company recognizes and values each customer interaction, this needs to come from the C-suite.| GTM Alliance
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
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
At its core, community-led growth revolves around building and maintaining an active and engaged community. This article explores how to keep community members engaged and connected.| 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
A customer health score is a predictive metric used by SaaS businesses to indicate the likelihood of your customer leaving (churn), staying (retention), or growing (renewals) in your organization.| 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
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
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
Much like making a batch of pancakes, your first attempt is never as good as the ones to follow. In fact, we’re big advocates of multiple drafts and taking time to perfect your work.| Customer Success Collective
Want to pop your content in front of 1,000s of your incredible customer success peers? Start building your personal brand? Prime yourself as an industry authority? Even just do your good deed for the day by imparting your wisdom with others?| 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
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
Customer retention is vital for business growth, and while it’s inevitable that some customers will call it a day, keeping your churn rate low should be top of your agenda.| 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
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
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
Managing a community, despite being rewarding, also comes with its own challenges and hurdles—these can depend on how many members you have, the type of community you manage, etc.| Community-Led 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
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
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
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
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
