Understanding the Link Between Customer Success and Business Growth Understanding the link between customer success and business growth is crucial for companies looking to thrive in today’s competitive landscape. Customer success goes beyond simply satisfying customers; it involves ensuring that customers achieve their desired outcomes and derive maximum value from a product or service. Customer […]
In the dynamic world of Customer Success Management (CSM) and Software As A Service (SaaS), Customer Success Pros often find themselves navigating a sea of specialized jargon and acronyms. From churn rates to NPS, the language of customer success can be complex, yet crucial for ensuring a positive customer experience. In this comprehensive guide, we’ll explore the A-Z of Customer Success Manager (CSM) jargon, demystifying the terms and shedding light on the key concepts that drive success in this field.
As a customer success professional, my primary goal is to ensure that our customers achieve their desired outcomes and see the value in our product or service. However, in order to achieve this goal, it is essential that we are able to articulate the value of our product or service effectively. Articulating value is the […]
The theme of 2023 in Customer Success has to be how to do more with less. In my opinion, this is a continuation of last year’s theme which was Digital Customer Success. With the world economy in a state of uncertainty and Venture Capital funding in a lull, most SaaS companies are hunkering down and […]
Having worked in a number of organizations, there has always seemed to be one underlying issue, this issue being the sales-to-customer success handover. This process in most cases has always been a bit messy and unstructured. A salesperson will naturally try to keep hold of their customers in order to possibly get a bigger deal […]
I had the pleasure of speaking at Microsoft’s Team learning hour at their UK head offices in Reading. Microsoft offers their Customer Success Manager and Customer Account Manages a day of learning per quarter. Within that day they also invite outside experts on panels for the team to continue to learn about best practices within […]
Starting the new year off with a new honor. I was recently named a Top 10 Customer Success Influencer to Follow in 2023 by Matik. Every time I am added on to one of these lists I am truly shocked and honored. I continue to share my customer success knowledge and insights to ensure that […]
Scaling customer success is something I am extremely passionate about. It is something I have built my career on, it is something that is so relevant in today’s economy, and it is now something that I have been awarded for! Just a reminder Scaled CS is not just for 1:many or tech touch CS. When […]
Being recognized in the customer success industry as a thought leader and as someone that is able to contribute and shape the industry that we work in is truly and honor. I am also grateful for the number of customer success communities and members of these communities that continue to include me on these influential […]
When it comes to receiving awards or being nominated for a list, SuccessHackers annual Customer Success Influencer list has to be the longest-standing award that is a nomination by the customer success community and for the community. Last year I made it on to the EMEA watchlist, but I am very proud to announce that […]