Four Management Challenges Keeping You Stuck in Firefighting Mode

Posted July, 2016  |  By George Szundi

"I spend at least 60% of my time reacting to urgent issues, and less than 30% analyzing and planning. I wish it were the opposite."

Join Natero and Glide Consulting for an online discussion about common management issues in Customer Success.

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Hiring, Developing, and Retaining Your Customer Success Team

Posted June, 2016  |  By John Kelly

Customer Success as a profession has grown by leaps and bounds in just a few short years. Companies are no longer just exploring the idea of Customer Success, they are now making big investments and wrestling with the challenges of managing and nurturing Customer Success teams. In this article, we explore the skills and characteristics that define great Customer Success Managers (CSM), the best places to recruit CSM talent, and how to develop and retain your Customer Success team.

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Prove it or Lose it: Recording Available

Posted June, 2016  |  By George Szundi

How will you prove your value and justify your Customer Success budget to your senior management team? Check out this presentation featuring Mikael Blaisdell, Executive Director of the Customer Success Association.

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Customer Success Organizations: Learn from these Experts

Posted June, 2016  |  By George Szundi

The word is out: Customer Success is crucial to SaaS, and a lot is being written about the subject every day. In fact, it's getting increasingly difficult to sift through the deluge of new content to find useful (and actionable) advice.

Luckily, there are a handful of organizations you can turn to for consistently great insights. Here are our favorite groups that share some of the best Customer Success knowledge:

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Prove it or Lose it: The Role of the Customer Value Review

Posted May, 2016  |  By George Szundi

The "Land and Expand" strategy applies within your company as well as with your external customers. Watch this online discussion featuring Mikael Blaisdell, Executive Director of The Customer Success Association. Learn how to ensure that your C-Suite will invest in you and your Customer Success team.

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Strategic Customer Success

Posted April, 2016  |  By Protik Mukhopadhyay

Our guest contributor, Protik Mukhopadhyay is a Senior Customer Success Partner at PROS, a leading SaaS provider of Sales and Marketing Analytics. In this article, he explores the connection between Customer Success and your SaaS Business Strategy.

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Recently, I participated in a rigorous program on business strategy, and it got me thinking: how can Michael E. Porter’s classic theories on strategy be applied to Customer Success in the SaaS ecosystem?

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The Customer Success Journey

Posted April, 2016  |  By John Kelly

In a previous article, John Kelly of CustomerLink, explored why CSMs should be mindful of their customer's definition of success. In this installment, John outlines a systemic process that leads to customer success at scale.

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Once you have an understanding of your customers' business goals and an agreed upon success plan, you can then execute a systematic process that leads to customer success at scale.

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