Customer segmentation has become vital to provide a holistic customer experience. When a company is small (< 100 customers) and is setting up the customer success practice, customer segmentation may not seem that important. There would be a small number of customers who can be managed, by a small customer …
Blog Posts
I appeared on a podcast with Bryan Reynolds of Sure Oak to discuss the impact of customer marketing on upgrades and upsells. What is Customer Marketing Before we even talk about what is customer marketing, let’s discuss a little about why it has become so important. In the subscription economy, …
Segment, leaders in synthesizing first-party customer data, and CustomerSuccessBox, an Outcome driven Customer Success platform for B2B SaaS, join hands to deliver desired outcomes. Eliminating all developer dependencies for customer success technology roll out. Over 19,000 companies use Segment as their central hub for collecting and synthesizing first-party customer data. …
A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. …
Customer Success, at its core, helps customers achieve their goals by maximising the value from a product. Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers …
Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? Customer Onboarding is one of the most important aspects of the customer journey. Customer onboarding should be one of …
A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. With this a company can achieve short term growth. However, recurring revenue and LTV drive long term growth. So, a proper customer …
The searches for the keyword ‘Role of a Customer Success Manager’ have been increasing since the last few years. Why is it so? As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Since customer …
Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. That is NOT true. All the functions post sales have gained importance in the subscription economy as now the power is in the hands …
SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin, Customer Success Manager is the third most promising job of 2018. Though many of you have started looking out actively for SaaS customer success roles, like …