Blog
How to build the best Customer Success team?
How to build the best Customer Success team? Three (3) essential steps to forming a world-class Customer Success team Customer Success has proven its competency in driving growth for customers and companies. By ensuring that customers attain their expectations, the companies retain these customers- reducing churn and increasing NRR, creating a mutually beneficial relationship. In the long run, these happy customers are retained by the continued successful implementation of customer success strategies, building brand credibility, and improving customer lifetime value. However, the best Customer Success team doesn’t stem from anywhere. It’s cultivated, and here are three (3) things you
What Makes Customer Success Unique?
What Makes Customer Success Unique? The difference between Customer Success and Customer Experience, Customer Support, Account Management, and Customer Satisfaction Customer Success is often misunderstood as something else. Companies hire Customer Success Managers but expect them to do entirely different responsibilities than what CSMs should do. It causes confusion and even disappointment due to unmet expectations. It’s understandable how it gets mixed up with other fields as Customer Success commonly overlaps with the other functions, namely, Customer Experience, Customer Support, Account Management, and Customer Satisfaction. However, customer success is not the same or equivalent to others; it’s an entirely
What is “Knowledge Centered Service”? – Alistair Field – Part 2
What is “Knowledge Centered Service”? Pt. 2 Key topics include: Application of Knowledge Centered Service in Building Customer Community Knowledge Centered Service Expansion to Customer Success What is the Future for Knowledge Centered Service? Relationship of Knowledge Centered Service in Digital Customer Success Panel Members: Rick Adams, CEO & Founder, Practical CSM Alistair Field, Customer Success Architect, Coveo
Health Scores for non-SaaS Products – Rants & Musings with Rick Adams
Rants and Musings Episode 59: Health Scores for Non-SaaS products Key topics include: Health Scores: What we need and its purpose The problem with automated data for health scores Questions for analyzing Health Scores for Non-SaaS products Can the product use an API? Can the product remain connected using IoT sensors? Is the customer open to a regular audit? Can you deduce product activity from support activity? Can CSMs simply ask for regular updates? Is your usage data reliable enough for a health score? Can “engagement frequency” be used?
What is “Knowledge Centered Service”? – Alistair Field – Part 1
What is “Knowledge Centered Service”? Pt. 1 Key topics include: Data vs Knowledge What is a Knowledge Centered Service? Application of Knowledge-Centered Service to Customer Service Panel Members: Rick Adams, CEO & Founder, Practical CSM Alistair Field, Customer Success Architect, Coveo
What is “Digital Customer Success”? – Rants & Musings with Rick Adams
Rants and Musings Episode 58: Digital Customer Success Key topics include: What do we mean by “digital”? Trends in Digital Era What is “Digital Customer Success”? Benefits of digitalization in Customer Success
Churn and How to Avoid It – Anita Toth – Part 3
Churn and How to Avoid it (Part 3) Key topics include: Facilitating interviews and focus group discussions. Planning interviews and surveys for customer retention What are "involuntary churns"? How does the Customer Success team reduce involuntary churns? What is an at-risk customer/client? Administration of churn reduction Panel Members: Rick Adams., CEO, Practical CSM Anita Toth., Chief Churn Crusher, Anita Toth Inc.
Churn and How to Avoid It – Anita Toth – Part 2
Churn and How to Avoid it (Part 2) Key topics include: Customer retention insurance Survey forms and customer retention strategies The role of an interview and focus-group discussions in preventing churn. Panel Members: Rick Adams., CEO, Practical CSM Anita Toth., Chief Churn Crusher, Anita Toth Inc.
Is CS Leadership Failing? – Rants & Musings with Rick Adams
Rants and Musings – Is CS Leadership Failing? Key topics include: Characteristics of senior leaders in CSM Support needed by the leaders from seniors Setting goals to achieve Customer Success in a business Panel Member: Rick Adams., CEO, Practical CSM
Churn and How to Avoid It – Anita Toth – Part 1
Churn and How to Avoid it (Part 1) Key topics include: What is "churn"? Qualitative and quantitative research for Customer Success Principles in churn crushing “Mouth-marketing” strategies Managing churn to improve Customer Success Panel Members: Rick Adams., CEO, Practical CSM Anita Toth., Chief Churn Crusher, Anita Toth Inc.
Time to Zero and Why it is Important – Rants & Musings with Rick Adams
Rants and Musings – Time to Zero and Why it is important? Key topics include: What is "time-to-zero"? Roles of TTO in Customer Success Management How does the CS team shorten time to zero? Effects of a shorter TTO in a business Panel Member: Rick Adams., CEO, Practical CSM
Results from the Churnzero “Customer Success Leadership Study” – Abby Hammer – Part 3
Results from the Churnzero "Customer Success Leadership Study" Part 3 Key topics include: CRM Tool Maturation of Customer Success operations CS team's goal and aspirations Customer Success growth and expansion Panel Members: Rick Adams., CEO, Practical CSM. Abby Hammer., CCO, ChurnZero.
What I Don’t Like About NPS – Rants & Musings with Rick Adams
Customer Success Rants and Musings – What I don't like about NPS Key topics include: NPS limitations and assumptions One person’s opinion Lagging indicator Number of responses needed by NPS NPS is a good trend analyzer Panel Member: Rick Adams., CEO, Practical CSM
Results from the Churnzero “Customer Success Leadership Study” – Abby Hammer – Part 2
Results from the Churnzero– Customer Success Leadership Study Part 2 Key topics include: Budget autonomy as a provider for Customer Success Organizational alignment within CS Leadership Pros and cons of the organizations Owned renewal and expansion of CS team Account management Customer Success operations Panel Members: Rick Adams., CEO, Practical CSM Abby Hammer., CCO, ChurnZero
What to Automate? – Rants & Musings with Rick Adams
Customer Success Rants and Musings – What to Automate Key topics include: What is "automation"? Why CSM needs to automate Services offered by Customer Success Management Automation process Customers' preferred services Advantages of automated systems in Customer Success Panel Member: Rick Adams., CEO, Practical CSM