Contracts to User Guides: Elevating Customer Touchpoints with Advanced Document Solutions A guest article by DocFly Research from Adobe shows that 97 percent of organizations have minimal digital document processes or no digital processes at all. If you’re part of this group and lack advanced documented solutions, you could be making life more difficult for your employees and your customers. By improving your document management solutions, you can streamline everyday processes and provide customers with a superior experience that keeps them coming back for more. Learn more about the value of advanced document solutions below.

Tasting Success: 7 Reasons Why You Need to Walk in Your Customers' Shoes A guest article by Carmel Granahan, Head of Customer Success and founder of Unify Success Close your eyes and imagine.  Imagine you’re in a restaurant.  You’ve been thinking about a nice curry for the last 2 weeks and are elated when you see it on the menu. But before you make your choice, you ask the waitress for their opinion… ”How spicy is the curry?” - pretty normal question to ask in this setting. And she replies “not really”,  Now this is a very subjective

Make Your Product an Essential Need Eight Things the Customer Success Team Should Do in a Recession - Part 7 Overview There were a lot of great points made in my recent interview with Nick Mehta, CEO of Gainsight, but there was one aspect of the interview in particular that I think was particularly important. This was the part of our conversation when we discussed the role of the Customer Success Management team during a recession, or during any period of uncertainty where businesses are tightening up budgets and only performing essential activities due to fear of

Leverage the Power of Client Communities Eight Things the Customer Success Team Should Do in a Recession - Part 6 Overview There were a lot of great points made in my recent interview with Nick Mehta, CEO of Gainsight, but there was one aspect of the interview in particular that I think was particularly important. This was the part of our conversation when we discussed the role of the Customer Success Management team during a recession, or during any period of uncertainty where businesses are tightening up budgets and only performing essential activities due to fear of

The Power of Asking: Uncovering the Why Behind Customer Churn A guest article by Carmel Granahan, Head of Customer Success and founder of Unify Success I’m a big believer in “It doesn’t hurt to ask” no matter what the situation. Yet the older I get the more I realise that it gets harder to just ask….but then I think back to my childhood. When I wanted a nice treat (even if it was before my dinner) or if I wanted to go somewhere and knew it wasn’t feasible….I still asked. 90% of the time the answer was

Customer Success Technology Tips for Leaders a guest article by Jared Orr As Chief Customer Officers, VPs of Customer Success, and other senior-level Customer Success Managers, you know that technology plays an essential role in Customer Success and the overall success/productivity of your CSM team. It’s the backbone for creating effective service delivery models, enabling informed decision-making processes, and driving higher levels of customer satisfaction. But it can be easy to feel overwhelmed with the vast array of options available on the market today. To help make your job easier, we’ve rounded up some top-notch tech tips specifically tailored

Training, Certification, & CPD Trends in Customer Success Management in 2023 Throughout 2023 we have been conducting a survey of senior leaders within the global Customer Success Management profession. We had over 300 responses from CS leaders throughout the world, and from a wide range of sizes and types of companies ranging from brand new SaaS startups through to decades old and well established multi-national corporate enterprises.The survey asked 23 questions, some of which had “select one or more options form the answer shown” options, and some were completely open for respondents to answer in their own words.

Automate Customer Success Management Eight Things the Customer Success Team Should Do in a Recession - Part 5 Overview There were a lot of great points made in my recent interview with Nick Mehta, CEO of Gainsight, but there was one aspect of the interview in particular that I think was particularly important. This was the part of our conversation when we discussed the role of the Customer Success Management team during a recession, or during any period of uncertainty where businesses are tightening up budgets and only performing essential activities due to fear of an impending

Mastering the Art of Virtual Customer Success Meetings Key Techniques and Presentation Best Practices a guest article by Kasper Vardup from Slideworks In an era where remote work has swiftly transitioned from a perk to a necessity, mastering the craft of virtual meetings has become non-negotiable. This digital transformation has ushered in a paradigm shift in how businesses interact, and customer success managers are at the forefront of this change. As the critical interface between the product and its end-users, customer success managers (CSMs) are tasked with ensuring their clients not only extract maximum value from their

My Customers Are Ghosting Me, What Do I Do? A guest article by Carmel Granahan, Head of Customer Success and founder of Unify Success We’ve all heard of Ghosting in dating. The guy/girl you've been messaging suddenly stops contacting you, replying back to your messages and answering your calls. And you’re left at a loss as to what went wrong. So what do you do? You may (if you're courageous enough) ask them why. Or you may not. And that’s the thing you typically blame yourself–you start analysing the past conversations, what did you say, did you

Unlocking Growth Beyond SaaS The Role of Customer Success Management in Diverse Organizations In the ever-evolving landscape of business, the concept of Customer Success Management has transcended its origins in Software as a Service (SaaS) companies and found a valuable place in a wide array of organizations. While it may have started with SaaS giants like Salesforce, the principles of CSM have proven to be adaptable and advantageous for a broader spectrum of businesses. In this article, we will delve into the expanding role of CSM beyond the realms of SaaS and explore its significance in various

Use Process to Create Efficiency Eight Things the Customer Success Team Should Do in a Recession - Part 4 Overview There were a lot of great points made in my recent interview with Nick Mehta, CEO of Gainsight, but there was one aspect of the interview in particular that I think was particularly important. This was the part of our conversation when we discussed the role of the Customer Success Management team during a recession, or during any period of uncertainty where businesses are tightening up budgets and only performing essential activities due to fear of an

Measure and Prove the Value Eight Things the Customer Success Team Should Do in a Recession - Part 3 Overview There were a lot of great points made in my recent interview with Nick Mehta, CEO of Gainsight, but there was one aspect of the interview in particular that I think was particularly important. This was the part of our conversation when we discussed the role of the Customer Success Management team during a recession, or during any period of uncertainty where businesses are tightening up budgets and only performing essential activities due to fear of an

Myth Busted: CSMs Can Do It All. How to Avoid Quiet Quitting in Your CS Team Most companies take CSMs’ ability to build strong customer relationships while driving upsells forward for granted. But Customer Success staff deals with over 10 types of tasks daily, according to a recent Quiet Quitting in CS report.  On top of that, the CS team is often the one blamed anytime the product or service doesn’t completely satisfy the customers’ outcomes. Add to this poor compensation, and it’s easy to see how CS staff is led to burnout, poor performance, low morale,

Ten (10) Steps to a Successful Renewal Customer Success is the cornerstone of a successful business. It is the practice of ensuring that your customers achieve their desired outcomes while using your products or services. A crucial aspect of Customer Success is customer retention. Renewing customers are crucial to the long-term success of any company, as it is easier to retain existing customers than to find new ones. Keep in mind that renewals happen over time. By the time the contract ends, customers typically already have an answer to the question: “Will you renew your contract with us?”. Hence,