In light of the pandemic, each industry had to make pertinent adjustments in their operations, and SaaS companies had to initiate measures that would ensure their survival – one of them being customer success. Since attracting new customers may seem out of reach right now, retaining old ones is a key ingredient in boosting …
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Quarterly business reviews or QBRs as they are lovingly called (or with hate 😛) in the customer success world are a customer success manager’s second most important scheduled meeting with the customer. The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer. QBRs …
Not a single person in 2015 answered “Where do you see yourself in 5 years” correctly. But neither did several companies who had made detailed plans to achieve glorious heights in 2020. Covid 19 has thrown every company offtrack which have left teams around the world bewildered. As we slowly …
I always thought 2020 would be the year when SaaS companies will finally realize the importance of remote work. But not in such a way. Covid-19 has forced everyone to go 100% remote but more than that it has led to SaaS companies taking tough measures to survive the economic …
In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. There is no black and white answer. In most situations, a hybrid model, i.e., a combination of on-ground and …
As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing …
Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment. …
Remember the last time you said these words – “Oh I don’t know about this, let me GOOGLE it.” Despite the fact that all you are doing is a web search on the internet, and that there are a multitude of search engine competitors like Bing, Yahoo, etc. prevalent, the …
No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. First of all, it’s proof positive that your service provides the value you’ve aimed for it to provide. More importantly for your business, helping your customers succeed will …
A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). Like all other roles, this one has its own challenges but there are a …