A Customer Journey Map is the foundation of your Customer Success Strategy. Yet most CS leaders skip it. Why? Because it’s damn near impossible to find a simple explanation online of WHAT it is and HOW to accurately map it out. That ends here. This article will...
Looking to buy a customer success tool? WAIT!!! There is no easy button in Customer Success. No matter how amazing a CS tool is, YOU have to put in the work to get it there. Read below to learn what to do BEFORE you buy a Customer Success Tool so you do it right the...
Customer advocacy is the act of publicly supporting a company or product. In the social media age, this takes the form of a positive online review, social media sharing, or even speaking at an industry event. There are many benefits to customer advocacy, such as...
Want to teach CSMs to sell? It might not be that easy. Here’s why: Most customer success managers hate sales. They see it as sleazy and manipulative, and not in line with what Customer Success is there to do. CS tends to see itself as...
If you’ve been in the world of SaaS for any time at all, you’ve likely been told that customer segmentation is important. The idea behind segmentation is usually so you can build different touch models. High-touch for Enterprise, Mid-touch for SMB,...
Customer usage data can seem intimidating. As Customer Success professionals, we might not be used to working with it. Thankfully, it’s not as tricky as it seems – and it can be the key to nailing your customer journey! I have a confession to make: I used...
