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The Future of Customer Success – eBook
Catalyst Software hosted over 50 CS leaders to discuss Customer Success: The Next Ten Years. The discussion covered the key aspects that these leaders saw as challenges to the profession. The result was an eBook and a look into the future of the profession that shouldn’t be missed. (2020)
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( votes)Some Things Haven’t Changed
In March 2013, at the very first Customer Success conference (Totango’s Customer Success Summit), I delivered a plenary presentation on “Building The Customer Success Management Team.” While our profession has grown astronomically all around the globe, some things haven’t changed. The video is just over 24 minutes.
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( votes)Baton Technologies inc.
Baton helps software companies deliver value, recognize revenue and scale faster by automating and accelerating their onboarding processes. Baton promotes real-time collaboration for its customers and their clients, providing a centralized status reporting platform that eliminates the frustrations of running implementations by spreadsheet or other outdated project tools.
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( votes)The Customer Success Forum
Internationally available 24 hours per day since 2009, The Customer Success Forum has 53,000+ members ranging from CEOs and CxOs to practicing customer success managers from all sizes of companies from all over the world. Participation in The Customer Success Forum is open to all interested professionals.
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( votes)Customer Success Metrics That Matter
Growth Molecules has provided a downloadable spreadsheet that may be used to input your company’s data for key financial metrics such as NRR, Churn, Expansion, etc. Taken together, NRR, Churn and Expansion provide a snapshot of what your company would look like over time if no new customers were acquired.
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( votes)An Effective Customer Onboarding Checklist
While specific facets of the onboarding process may vary from company to company, there is no question about the vital need to make it effective, repeatable, and stable. To assist CS teams, an effective Customer Onboarding Checklist has been added to the Customer Success Library for CSA members.
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( votes)The State of Data Onboarding 2020
Based on a survey across the worldwide Customer Success community, Flatfile’s report covers the crucial importance of the onboarding process in maintaining and expanding successful customer relationships. The key piece is data onboarding, the migration of customer data into an application.
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( votes)Rocketlane
Rocketlane is a purpose-built customer onboarding platform that helps businesses reduce time-to-value and increase their NRR with a transparent and consistent onboarding journey. It replaces spreadsheets, project tools, and collaboration software with an all-in-one branded portal experience to help scale onboarding and customer collaboration, and deliver a delightful experience.
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( votes)Mikael Blaisdell & Associates, Inc.
For over forty years, Mikael Blaisdell & Associates have been following the changes in the field of customer lifecycle management. We offer a sharp focus on customer retention and increasing per-customer profitability — built upon a solid foundation of industry-wide experience and hands on expertise. Analysts. Advisors. Product-as-a-Relationship Advocates. That’s who we are. What we’d really like to talk about, however, is what we can do for you. Now more than ever, in the face of looming concerns about the economy and its possible effects on staffing levels, technology company senior management teams need to look beyond the corporation itself to focus on fully developing and leveraging their company/product ecosystems.
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( votes)The History of Customer Success – Part 01
Ever wonder where it all began? No, it wasn’t Salesforce that started Customer Success, nor Siebel On Demand. The named role started long before SaaS was a thing. It began in a traditional software firm, offering an on-premise perpetual license CRM product.
