Scaling Customer Success – Technology Vs Headcount

Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, Customer Success often falls on a team of one. This lone CSM is responsible for training, support, and an avalanche of other tasks to ensure that customers continuously renew their subscription. As the business grows, this team of one will [...]

By | October 20th, 2017|Uncategorized|0 Comments

Announcinig EMEA data center and strategic partnership with Natero

  We are excited to announce the general availability of our new data center located in Frankfurt, Germany. Our latest data center comes on the heels of Natero’s rapid global expansion, particularly in Europe and India. […]

By | June 5th, 2017|Uncategorized|0 Comments

Leveraging Customer Support for Customer Success

Customer Success (CS) is enjoying a lot of attention, particularly in Software-as-a-Service (SaaS) where CS is a critical enabler of renewal subscriptions. Customer Support, by comparison, is perceived as a reactive (and less attractive) break-fix department. While organizationally, Support may be a separate team, it can also play a key role in customers’ success. Organizations that are willing to lower the silo walls can enjoy significant opportunities for improved Customer Success. […]

By | April 4th, 2017|Uncategorized|0 Comments

Hiring, developing and retaining your Customer Success Team

Customer Success as a profession has grown by leaps and bounds in just a few short years. Companies are no longer just exploring the idea of Customer Success, they are now making big investments and wrestling with the challenges of managing and nurturing Customer Success teams. In this article, we explore the skills and characteristics [...]

By | March 3rd, 2017|Uncategorized|0 Comments

Net Promoter Score (NPS)® as a suitable metric for Gyms, Health & Leisure industry

Are your members promoting your club to friends and family? By: Pauric Lonergan Ask any manager of Gyms or health clubs what their top challenges are and chances are that retaining and growing membership will feature at the top of the list. With increasing competition, managers are constantly looking for ways to differentiate [...]

By | October 24th, 2016|Uncategorized|0 Comments

Blog Part 2 of 2: The Customer Success Journey

Once you have an understanding of your customers’ business goals and an agreed upon success plan, you can then execute a systematic process that leads to customer success at scale. The typical B2B Customer Success process includes: Acquisition of the right customer that represents a good fit for your application. Onboarding to get your customer [...]

By | August 10th, 2016|Uncategorized|0 Comments

Blog Part 1 of 2: Customer Success isn’t what YOU think

Customers purchase your software to address a business challenge or opportunity. Transitioning to your product will likely require changes in processes, work practices and behaviours. This represents a risk for the executive sponsor, the champion and the leadership of the department concerned. As a customer success manager, you can mitigate this risk by putting the [...]

By | August 10th, 2016|Uncategorized|0 Comments

NPS not working? A metric is not enough – It needs to be a system.

Many articles claim that implementing the Net Promoter Score ® will solve business problems, from increasing loyalty and improving retention to increasing customer and employee engagement. However Net Promoter Score, as a metric, will not singularly achieve improvements. For most, the S in NPS is still ‘Score’ and the Net Promoter Score is exactly that, [...]

By | August 10th, 2016|Uncategorized|0 Comments

Customer Experience feedback conversations – some practical considerations

In a previous blog article, I discussed how customer conversations can offer rich feedback to complement quantitative feedback from surveys. The following considerations may be useful in structuring such conversations to get maximum return for you and for your customer. Your goal should be to target feedback in a few key areas such as to [...]

By | August 10th, 2016|Uncategorized|0 Comments

Customer experience measurements – which one to start with?

A previous Blog post dealt with initial steps in getting the customer experience measurement and improvement journey started in your organisation. This article offers some suggestions with introducing some metrics and customer feedback methodology. Introducing Basic CX measurement customer feedback: There are several possible customer satisfaction and loyalty metrics including Customer Satisfaction (% C-Sat), Net [...]

By | August 10th, 2016|Uncategorized|0 Comments