With the growing need, our industry leaders have an incredible responsibility to determine what is next and shape the future of CS. So, here is my submission of Top Customer Success Leader Traits based on interactions with Leaders across industries and companies that have impressed and inspired me.
With over a decade at the Wall Street Journal and 20 years in journalism, David Kesmodel honed his investigative-reporting skills, interviewing techniques, and deep research experience. So, who better to ask for some tips on creating insightful conversations?
It's Independence Day and a great time to subscribe customers to their own success with channels expanding their aptitude. Fostering dependent relationships is not in anyone's best interest and definitely not scalable. So, what are some of the best ways to do this?
With no single definition of Customer Success, my curiosity has led me to ask hundreds of CSMs about their roles and how they measure their success. This week's infographic focuses on some suggested starting points once you've defined your goals (the what) and the corresponding metrics (the how) for you and your teams.
For CS teams, more customers do not always translate to additional headcount on the CS team. Without proper considerations, this exhilaration can turn to anxiety much like Thanksgiving dinner that starts with gratitude for the feast and ending in gluttonous overindulgence.
The Ideal Customer Profile (ICP) is key in creating repeatable strategies aligning teams across the organization. Unlike the product-focused "target customer" analysis, ICP is results-based on the development of long-term symbiotic relationships.
Improperly executed, QBRs are stressful for CS teams and frustrate the customer. Skillfully planned and delivered with finesse, they become key milestones - strengthening your value and an appealing event to material influencers.
McKinsey's database of pre-IPO SaaS companies say gross churn (how effectively companies keep existing customers) is the most impactful metric. A nod to Halloween and the spookiness of churn in this week's post.