Frequently Asked Questions About Customer Success
To see a list of all available question & answers, click on the categories below.
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You may also be interested in The Questions of Customer Success resource in the Library.
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How Should You Measure Customer Success? The mission of Customer Success is to increase sustainable proven value for both the customers and the company. Therefore the prime KPI for a customer success group is the value they have brought to the customers and to the company — measured ultimately in money. For the customers, a […]
There are some vendors (technology and training/recruiting/consulting companies) that have offered certifications upon completion of training courses for some time now. There is clear value in the training courses. I have been asked many times over the years by job hunters if there are certifications that would make their holders more employable or offer an […]
Which software vendors are active in the Customer Success space? These questions are constantly being asked by Customer Success teams and their companies worldwide. Two of the most popular pages on the Customer Success Association website are the Customer Success Technology Vendors List (CustomerSuccessSoftware.com) and the Customer Success Technologies Map (CustomerSuccessTechMap.com). The CSA site consistently gets over 100K new […]
The decision to design a new Customer Success group is not something to be treated lightly. The role has to be carefully crafted if the team is to have any chance of long-term success. Unfortunately, the typical approach is simply to go out to LinkedIn, copy somebody else’s job announcement for a Vice President or […]
“What’s the Industry Standard for number of accounts per CSM?“ “How often should you do Customer Value Reviews or QBRS, etc.?” “What percentage of the company by employee size is customer success?” Definition: Benchmark / Industry Standard A standard or point of reference against which things may be compared or assessed a surveyor’s mark put […]
In addition to all of the standard approaches to publicizing an open Customer Success Manager position or for an executive CS leadership opening, the best places to advertise are The Customer Success Jobs Board here on the CSA site, and in the Customer Success Jobs Board thread of The Customer Success Forum on LinkedIn — […]
What evidence do you have that speaks to your domain expertise and credibility in my company’s vertical market? Conference presentations, blog articles, white papers, certifications earned, awards received — please describe your professional background that would suggest to my customers that you should have the standing of a trusted advisor for their business. Please describe […]
Can a company outsource its Customer Success Group? Yes, it can, and there are several vendors who will supply services to outsource some or all of the functions of a CS group. The Catalog of Available Customer Success Outsourcer Services The following services are sometimes outsourced by a company to an appropriate partner. For the […]
The First Published Customer Success Book In 2016, three people from Gainsight collaborated to produce the first book on Customer Success. Published by John Wiley & Sons, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue was an immediate hit. Nick Mehta, Dan Steinman and Lincoln Murphy covered the subject thoroughly, albeit […]
Tech-touch, or Self-Success, is the answer to scaling Customer Success teams. But while AI, or Artificial Intelligence, will someday have a significant role in Customer Success, it will never replace the CS team. If carefully designed and implemented, AI can augment what you can do to a great degree. But it can also do great […]
The question of “how many customers/accounts per CSM?” or “What is the CSM to Customer Staffing Ratio?” is constantly being asked by harried Customer Success executives all over the world. Everybody seems to be looking for an “industry standard” staffing equation that would enable team leaders to justify adding staff members or to make defensible […]
The Process or Workflow of a Customer Success Group are the normal range of activities that the individual Customer Success Managers do as they work to increase adoption of the product and to build more sustainable, proven value for their customers. These activities include such things as telephone calls, online conferences, site visits, analysis of […]
This is a very popular question as people hear of Customer Success and realize that it’s the kind of job they’ve always wanted. But getting that first customer success job can be a challenge. The prime attribute of a Customer Success Manager is domain expertise, knowing a field (e.g. fleet management, sales management, healthcare operations, […]
The Customer Success Association maintains a list of local meetings and groups on the CustomerSuccessLocal.com page of the CSA website. We also publicize links to meetings, if the local group submits them, in the monthly Customer Success Calendar email blasts via The Customer Success Forum on LinkedIn.
The Mission of Customer Success is to increase sustainable proven value for both the Customers and the Company. The essence is found in three core words: sustainable, proven, and value. The goal is increase, and the beneficiaries are the customers and the company. This is who Customer Success teams and professionals are and what they […]
Customer Success is a long-term, scientifically engineered and professionally directed strategy for maximizing customer and company sustainable proven value. Note the key words/concepts in that sentence: Long-term: A viable, effective Customer Success team and program is not something that can be built overnight. Scientifically engineered: You can’t win at Customer Success without collecting and analyzing […]
For a customer-facing CSM (as opposed to a team-leader Manager of Customer Success), the most likely career path, apart from staying in CS, would be into Sales at some point, capitalizing on their domain expertise. That ultimately could lead them to a CCO -Chief Customer Officer position. Or they could move into CS team management, […]
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