The Economics of Customer Success – Part 1

So your company has 1,000 paying customers today, things are looking really good. You’re closing a lot of deals with new customers; everything is headed in the right direction… except for one thing.  Right now you’re losing about 8% of your customers every month. ...

Customer Success As A Profit Center

  I recently shared an overview of how customer success has a quantifiable impact on revenue and someone quickly snapped, “thought this was a given, especially in the subscription model.” Despite many cases where companies are growing as a result of effective...

Agenda: Customer SuccessCon London 2019

10 September:  12:00 – 7:00 PM To Register:  [  http://bit.ly/CSCL2019   ] Registration Check-In and Conversation: 12:00 – 1:00 The Profitability Blueprint: The Mission of Customer Success is to increase sustainable proven value for both the Customers and the Company....

To Charge or Not to Charge; Is That the Question?

There are a couple of perennial “hot buttons” in the worldwide profession of Customer Success.  The first and by far the oldest is the question of commissions for customer success managers.  As many a leader of a local CS meetup has found, discussions about...

Agenda: Customer SuccessCon Denver 2019

June 4th 12:00 – 7:00 PM Registration Check-In and Conversation: 12:00 – 1:00 The Profitability Blueprint: The Mission of Customer Success is to increase sustainable proven value for both the Customers and the Company.  While the majority of Customer Success groups...

Why Customer Success Should Own Revenue

Anyone who has spent time working in a Customer Success organization can attest to the fact that Customer Success can be defined in many ways, resulting in different responsibilities and metrics. The role may or may not include things such as: onboarding, training,...

The Case for Premium Customer Success

Does your company offer separately billable Customer Success services?  Authentic Customer Success? (As opposed to “Customer Support contracts by a fancier name?” or paid Implementation / OnBoarding?)  If so, is it a profitable product?  Generating strategically...

The Monetization of Customer Success

When I first began formal research into the emerging profession of Customer Success over 9 years ago, there were no CS groups that reported any direct connection to income channels — either owned or shared. In the 2017 Customer Success Standards Initiative Research...