You may not be openly disclosing to the customers how much of their subscription is to cover the expense of the Customer Success group, but they are certainly paying for it nevertheless. If challenged, could you make the value case for the fee? Just as you can’t...
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. ...
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...
London taxi drivers have to pass a test on “The Knowledge,” proving their ability to navigate throughout the city. The Quality community has an extensive body of knowledge that their professionals must master, as do Project Managers. That common foundation of...
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...
By: Kia Puhm, Founder & CEO, DesiredPath April 14, 2019 (Republished by permission) The Customer Success Association (CSA) hosted their 7th annual Customer SuccessCon Boston event this past week. In attendance were senior leaders of Customer Success representing...
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,...
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...
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...
Career Pathing in Customer Success (CS) is important for individuals and for companies. Staying with a company for two to five years is completely acceptable these days. In Silicon Valley, I see people staying less than 18 months and no one blinks. The Customer...
