by Heather Philbin | Feb 1, 2024 | Misc.
The pressure to do more with less is growing, especially as customer loyalty becomes harder to earn and easier to lose. Strong relationships can only carry teams so far without the infrastructure to support them. As customer expectations rise, tools that enable...
by Chris Pilbeam | Jan 25, 2024 | Management
How will customer success jobs, and the skills they require, evolve in 2024? In the following guest post, Swati Garg founder and CEO, and Lindsay Lynch, senior recruitment consultant at Melo Associates, a customer success and professional services recruitment firm,...
by Chris Pilbeam | Jan 18, 2024 | Management
The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS enables customers to trade the...
by Chris Pilbeam | Jan 12, 2024 | Research
Most company budgets that earmark dollars for customer success intend for it to go towards headcount. Yet, every team needs tools and training to get the job done. ChurnZero refers to that portion of the budget as the “non-headcount budget.” We’ve conducted an annual...
by You Mon Tsang | Jan 9, 2024 | AI
A version of this article originally appeared at Forbes. Are you and your leadership team thinking too much about AI? I don’t mean considering its impact or its potential, which will be significant and unpredictable. I mean: Are you thinking at the expense of doing?...
by Chris Pilbeam | Jan 9, 2024 | Research
At most SaaS companies, the line item for customer success budgets is dedicated to headcount. This is why on our annual survey of customer success leaders, we ask about “non-headcount budgets.” This non-headcount approach is a technique for understanding how SaaS...
by Chris Pilbeam | Jan 5, 2024 | Digital CS
It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. On the other hand,...
by Heather Philbin | Jan 1, 2024 | Management
Discover how to assess customer health and drive business growth Understanding the health of your customer base is crucial for minimizing churn and identifying opportunities for expansion. “The Customer Health Score Handbook” provides a comprehensive,...
by Chris Pilbeam | Dec 26, 2023 | Misc.
Goodbye, growth at all costs. Hello, efficiency, profitability, and getting the most from the resources you have. While a rollercoaster year for SaaS, 2023 saw customer success teams held the line, set new standards and best practices, and evolve CS into a discipline...
by Chris Pilbeam | Dec 21, 2023 | Misc., Retention
Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”....
by Chris Pilbeam | Dec 19, 2023 | Research
Metrics are the language of business. Metrics are the key to aligning with finance, proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Net revenue...
by Chris Pilbeam | Dec 14, 2023 | Operations
Barbershops are as American as baseball and apple pie. It’s also a line of business that hasn’t changed much in decades, observed Dave Salvant when he co-founded Squire. As a young man growing up in Brooklyn, NY, he would do odd jobs at a hair salon run by his aunt....
