Top 20 Business Challenges for Customer Success and Resources to Help

Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. Last year TSIA responded to over 3,000 inquiries from members. Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge.

Wondering what is top of mind for companies when it comes to Customer Success? Think other organizations are struggling with the same things you are? Chances are, yes.

Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas.

Top 20 Business Challenges for Customer Success According to TSIA

 

 

1. Best Practices for Creating Customer Success Capabilities and Organizations

• TSIA Resource: The State of Customer Success: 2021
• ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation

2. Key Performance Indicators (KPIs): Customer Success

• TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model
• ChurnZero Resource: Churnopedia – SaaS Metrics

3. Improve Customer Experience

• TSIA Resource: Aligning Data Across the Digital Customer Journey Experience
• ChurnZero Resource: The Modern Customer Success Playbook for Creating Data-Driven Customer Experiences

4. Adoption Monitoring & Health Score

• TSIA Resource: Improving Your Customer Health Scores
• ChurnZero Resource: Customer Health Scoring Cheat Sheet

5. Charters of Customer Success

• TSIA Resource: The Three Charters of Customer Success
• ChurnZero Resource: Inaugural Customer Success Leadership Study

6. Funding a Customer Success Organization

• TSIA Resource: How to Talk to our CEO About Funding Customer Success
• ChurnZero Resource: How to Sell Customer Success Software to the C-Suite

7. Monetizing Customer Success Offerings

• TSIA Resource: Customer Success Monetization in the Age of COVID-19
• ChurnZero Resource: The Case for Billable Customer Success

8. Staffing a Customer Success Organization

• TSIA Resource: Tips for Hiring A Customer Success Manager
• ChurnZero Resource: Secrets to Scaling Your Customer Success Function

9. Customer Success for Partners

• TSIA Resource: Using Partners to Scale Your Customer Success Organization
• ChurnZero Resource: ChurnZero Partner Program

10. Account Segmentation

• TSIA Resource: The Mid-Market Matters: Why Companies Must Rethink Customer Segmentation
• ChurnZero Resource: Segmentation to Prioritize Customer Engagements

11. Customer Success Compensation Strategies

• TSIA Resource: Pointing Due North – Customer Success Compensation Trends
• ChurnZero Resource: How Should You Comp Your Customer Success Team?

12. Efficient Sales Models

• TSIA Resource: 3 Tips to Lower Sales Costs Using Your Customer Success Org
• ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams

13. Customer Success Technology

• TSIA Resource: Customer Success Technology Stack
• ChurnZero Resource: Top 10 Signs It’s Time to Invest in Customer Success Technology

14. Low Touch Customer Success

• TSIA Resource: Best Practices in Low Touch Customer Success
• ChurnZero Resource: A Quick-Start Guide to Low- and Mid-Touch Feature Adoption

15. Crisis Management During a Global Pandemic

• TSIA Resource: Survival Guide for Renewing Recurring Revenue in COVID-19 Economic Crisis
• ChurnZero Resource: Fortifying Your Customer Relationships During & After COVID-19

16. Digital Touch Customer Success

• TSIA Resource: Staying in Touch- How to Improve Digital Engagement for Customer Success
• ChurnZero Resource: Digital Communication Strategies to Drive User Adoption

17. Effective Training for Customer Success Teams

• TSIA Resource: Teaching Customer Facing Skills to CSMs
• ChurnZero Resource: Why Your Customer Success Team Needs Proper Sales Training

18. Reduce Churn

• TSIA Resource: Churn Is a Downstream Issue – Don’t Fix Churn, Create an Anti-Churn Environment
• ChurnZero Resource: Churn Monster Playbook – Your Definitive Guide to Fighting Customer Churn

19. Customer Success Onboarding

• TSIA Resource: Best Practices for Customer Success Onboarding
• ChurnZero Resource: Knowledge Hub – Customer Onboarding Made Easy

20. Predictive and Prescriptive Analytics

• TSIA Resource: Predictive Consumption Analytics
• ChurnZero Resource: How to Drive Predictable revenue Using Customer Health Scores

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Customer Success Around the Web

• How to Build a Strong Customer Success Team During a Pandemic– Learn the processes and rituals to put in place as you look to grow a a team during this time. 
• CRMs vs. Customer Success Platforms: A Tech Tool Showdown – Discover who wins this tech tool face-off and takes home the championship title of Best Software for Customer Success. 
• Customer Success as the “Everything Department”– See what this means for Customer Success teams, why it happens and how you can prevent it from happening. 

Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero