by Abby Hammer | Sep 29, 2016 | Churn
Recognition of Customer Success is growing rapidly, yet it requires more than just a new department, new hires and new titles. The shift to a Subscription Economy and the corresponding shift in Power to Customers means that businesses need to embrace Customer Success...
by Abby Hammer | Sep 22, 2016 | Churn, Metrics
As a customer success manager, you know from personal experience that there are many ways to understand whether customers are actually engaging with your products or services. Often times, you can even determine whether the customer is successful by understanding...
by Abby Hammer | Sep 15, 2016 | Metrics, Team Strategy
The boundary between Customer Success and Sales can seem foggy. When the boundary gets too foggy, these questions should be answered: Who is really responsible for upsells/cross-sells at your company? Do renewals belong to the CSM, an account manager or a special...
by Abby Hammer | Sep 9, 2016 | Churn, Customer-Centricity
Yup – you read that right! In a somewhat ironic twist, we’re starting this week’s Fighting Churn post with a discussion on why sometimes churn isn’t a bad thing for your business. We know you love your customers and when they...
by Abby Hammer | Sep 1, 2016 | Churn, Retention
Many businesses spend 80% of their budgets to acquire new customers and only 20% to retain current ones. As the acquisition-focused landscape becomes increasingly crowded, it’s important to recognize and value what’s actually driving your business:...
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