Why is your Customer Success team underfunded, marginalized, and overlooked? “Because leadership doesn’t value our contribution, or all the behind-the-scenes work that goes into keeping our customers happy – especially when dealing with problems like product bugs or bad-fit customers that were never our fault to begin with; we can’t control the cards we’re dealt. …
Third-party software review sites aren’t only a Sales and Marketing tool to drive brand awareness and lead generation. Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. During our webinar with G2, we shared how modern Customer Success teams maximize insights from customer reviews to drive recurring revenue, including how to: …
This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League.  Oh, Sales and Customer Success, you are my two favorite disciplines! Where else can you experience the thrill of fishing and the warmth of a long-term relationship? My career started in Sales, or rather, I was slowly talked into …
When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. You can create the perfect running environment – with new sneakers, a high-end fitness tracker, and an energizing playlist – but if you don’t …
Customer Success (CS) has become a larger priority for many companies in the past five years as the shift to SaaS subscriptions has become the de facto standard for most license models, and customers can more easily switch vendors with little effort. So making sure your customers are happy is vital to ensure companies are …
This is a a guest post by Ellie Peterson, Customer Concierge at Delighted.  As you stand up your Net Promoter Score ® (NPS) program and responses start flowing in, it can be exciting to read the feedback and calculate your NPS score. But what does that NPS number really mean? Sure, a positive number is …
In honor of Election Day, we decided to share some poll results of our own. Just last month we hosted our first ever virtual conference – BIG RYG 2020. Throughout the conference we conducted a series of audience poll questions, that related to the session topics. We received poll responses from over 800 Customer Success …
What’s Next For Customer Success? Top SaaS CEOs Talk Compensation, Automation, and Investors No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. At BIG RYG, ChurnZero’s annual Customer Success conference, we hosted a panel discussion featuring …
This is a guest blog post by Kristen Brehmer from TaskRay. 2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold.  The best way to ensure that …
If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. But first, let’s address the elephant in the article by acknowledging that we’re a software company that is making a one-sided argument in favor of buying. This may seem self-serving, but we promise our intentions are pure. …
This is a guest blog post by Sunil Joseph, VP of Customer Success at Avanoo. There has been a seismic shift in terms of how organizations are making the transition to structuring their customer teams to focus on Customer Success and Customer Service separately. Traditionally, this wasn’t the case prior to the maturity of Customer …
Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. This Customer Success …
Don’t know about all of you, but we are still on a conference high from an amazing first ever BIG RYG virtual conference last week. If you attended, than you know how jam packed our lineup was. Featuring speakers from the likes of G2, Mailchimp, and Pendo, we tackled some of the most pressing issues …
If you’re new to customer satisfaction surveys and have searched the topic online, then you already know that there’s a trove of information on the subject. So, as your research primer and to help you get up to speed, we created an abbreviated guide that covers three of the most popular survey types: NPS®, CSAT, …
This is a guest blog post by Kristen Hayer, CEO & Founder of The Success League.  2020 has been, to be polite, an interesting year. Sadly, between the COVID-19 pandemic, global economic instability, and political challenges, accurately planning for 2021 is tough. Yet, as CS leaders we still need to plan for the coming year. …
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