Upsell discussion happens when your product either delivers expected value or exceeds it. So obviously the focus of salespeople and the Customer Success Managers (CSMs) should be to help the customers achieve their desired outcomes. Wait, what’s an Upsell? An upsell is a technique used by, usually, the salespeople and/or …
Category: Customer Success
What is an account transition? An ‘account transition’ is the process by which an existing or a new customer account is transitioned from one member of the Customer Success team to another. In an ideal world, your Customer Success Managers would have a great relationship with the customers. They’ll keep …
Companies invest, increasingly, not only in providing a good service or having a product but also in guaranteeing a quality experience, through a good relationship with customers. Much is said about happiness and customer satisfaction, but have you ever thought about what customers want? They do not want to be …
Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. The pandemic has pushed the CS space out of its cocoon and we’re seeing its growth like never …
Customer Success (CS), although not a new profession, is still a foreign concept to many. Since it’s an evolving industry, some confusion around it is natural. To add to that confusion and complexity, CS roles come in different shapes and sizes like customer managers, customer success associates, etc. The exact …
2021 has come to a close and we have a bright 2022 ahead for us. But with the end of the year comes a long laundry list of to-dos. It is especially difficult after the end of the year holidays (we know). B2B SaaS companies are preparing for their final …
“Moments of truth” are those crucial points in your firm’s interaction with a customer. An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — …
Marketing phrases get confusing pretty quickly. It’s not just the abundance of three- and four-letter acronyms that muddies the waters. It is also a lot of seemingly similar terms. In common usage, these buzzwords and phrases are interchangeable. Technically, however, most of them have different and nuanced meanings. And the …
Customer Success(CS) is the most efficient way to grow your MRR/ARR. Many modern SaaS companies grow exponentially as a result of efficient CS initiatives. Yet, Customer Success is looked upon as a ‘cost center’. If you’re starting out, set up the CS team as a profit center (a profit-making business …
Do you remember the time before the pandemic? How did your business look then? It is almost insane how much change each business has been through for the past couple of years. I have something to tell you, the change hasn’t stopped yet. Now that we have adapted to the …