Florian Schouten

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The definitive Customer Success Manager salary guide - Glide Consulting

Customer Success is a young profession, with 95% of people entering CS from different backgrounds (source: 2015 Totango report). Companies are still …

4 Ways Tech Leaders Can Focus on Customer Success

Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>It’s more common for tech startup leaders to hold an advanced degree in engineering than an MBA. While engineering intelligence is important, it’s not enough to launch you into the big leagues alongside Apple, Google and 3M.<p>As a startup …

5 Rules for Driving Change – Fast! - Customer Success Software

<i>Allison Pickens is VP of Customer Success & Business Operations at Gainsight |</i> <i>Barr Moses leads Customer Success Operations at Gainsight</i><p>1 new …

How Box Segments their Customer Success Team

At Box, the value of a customer spans a single user account worth $5 per month to multi-million dollar annual contracts. With such a diverse customer …

Product Management

Go-to-Market Best Practices for Startups

Looking to scale something up? Depending on how you're going after your market/ acquiring users, you may need to build a sales organization that's optimized for a top-down or bottom-up sales process (or perhaps both).<p>Watch the video overview at http://a16z.com/2015/03/06/go-to-market-bootcamp/ and …

Startups

3 Factors in Scaling Customer Success Organizations

Scaling Customer Success in your organization requires a mix of people, processes, and technology. And while that mix will be unique to your company, …

Startup Best Practices 12 - Customer Success Compensation

Compensation structures are one of the most interesting questions facing customer success organizations in software startups. How should customer …

On-Going On-Boarding is the New Normal in Customer Success

When it comes to customer success, on-boarding new customers is an obvious place to start. After all, the first 90 days of a new account is a …

What Top SaaS Vendors Do

I am not going to mention names in this article, but if you want to be the best, you must look at what the best do – and do it better.<p>The importance …

The Value of a Career in Customer Success

Why would you choose Customer Success as a career? Or even as a stopover in your career? Interesting question and one worth exploring. So, let's …

The Ultimate SaaS Metrics Cheat Sheet

Presenting: <b>The Ultimate SaaS Metrics Cheat Sheet</b><p>A perfect, quick resource to learn about the following:<p>Monthly Recurring Revenue (MRR)<br>• Classifying MRR …

SaaS

The Second-Timers: Mark Organ, CEO/Founder of Influitive and Eloqua: “10 Hard-Won Lessons”

We’ve had a lot of fun with our Second-Timers series, from successful SaaS CEOs who are now on their second SaaS company. It started with our …

Lifecycle Emails: Magic Pixie Dust for User Onboarding

<i>Samuel Hulick is a long time UX consultant with an intense focus on user onboarding. This post originally appeared on the Help Scout blog.</i><p>Unless your product is eyebrow-raisingly basic, there’s a very, very good chance that a new user won’t get to experience all the value you have to offer in their …

Product Management

This isn't going to work

The role of a customer success manager can be difficult. Okay, that is a bit of an understatement. It can be incredibly difficult, frustrating and …

To Serve or To Foster Self-Service. What’s the Right Mix to Optimize Customer Success?

It’s 10PM. Do you know where your customers are? You can be sure at least a couple of them are using your application, maybe with varying levels of …

Why Trust Matters for Customer Success | Service Excellence Partners

<i>Software usage is just one driver in customer loyalty</i><p>A widespread belief shared by Customer Success professionals is that promoting software use …

Customer Experience

How To Transform Customer Service From Okay To Outstanding

Companies increasingly recognize excellent customer service as a tool to boost brand recognition and increase revenue. According to a recent survey from Forbes Insights, more than half of respondents said that they were making good progress toward delivering such advanced customer service, while …

The Fundamental Unit of SaaS Growth

After your SaaS startup has found product market fit, the next evolution of the business is to discover the fundamental unit of SaaS growth. A …

New tips, trends, and insights from the world's leading enterprise cloud ecosystem in sales, service, marketing, community, analytics, and apps

Trail of the Month<p>WEBCASTS<p>Exclusive Leadership Webcast Series<p>BLOG SERIES<p>Real Trailblazer Stories to Inspire You<p>May 04, 2018 By Sabrina Barekzai<p>Spring …

bluenose.com

Six Elements in Launching Customer Success

How do you create customer value? Several weeks ago I had the opportunity to present what I believe are the six key elements to creating customer …

Six Elements in Launching Customer Success

How do you create customer value? Several weeks ago I had the opportunity to present what I believe are the six key elements to creating customer …

Using Statements of Work to Accelerate Sales Cycle and Align Sales, Customer Success and Marketing

I met a really smart vice president of sales a few weeks ago working in a company with mid-market customer values in the $10-100k per year range. …

Customers

The 5 traits that separate a GOOD CSM from a BAD CSM

The growing focus on Customer Success and the important role it plays in renewals, cross-sells, advocacy, and more within organizations only …