Customer Success

Holistic lifecycle marketing article at CMO.com

Lifecycle Marketing - It’s Time to Get Holistic

Thanks to the growing trend toward SaaS solutions and the subscription economy, the luxury of vendor lock-in is long gone, which means customer success is becoming more and more critical.
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Customer Health Score

What Is Your Customer Health Score Hiding?

Have you ever seen your total cholesterol number? If it’s under 200, you generally feel pretty good about yourself. If it’s over 240 you make an appointment with your physician. What do you do if it’s in the “borderline” area? Even people with numbers brushing 200 might wonder if they should take action. Is it time for diet or exercise changes? Medications? A physician would order a blood test to look at the components of the total cholesterol number: HDL, LDL, triglycerides. This information would inform the next steps.
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Link Between Customer Success & CFO Happiness

Link Between Customer Success & CFO Happiness

As a customer success professional you live and breathe improving the customer experience and over delivering on customer’s expectations. The financial cost of delivering an extraordinary customer experience is not always top of mind—your goal is to create happy customers, no matter the cost.
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Are You Ready for the Next-Gen Customer?

Are You Ready for the Next-Gen Customer?

I recently caught up with Ray Wang, Principal Analyst at Constellation Research and ServiceSource’s Chief Customer Officer, Ashley Johnson as they were preparing for their upcoming webcast on January 14 about “Serving the Next-Gen Customer.” Randy: Hello and happy New Year Ray and Ashley. As companies begin 2015, what should be top-of-mind for CXOs
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Customer Success Nuts and Bolts

Customer Success Nuts and Bolts: Money Matters

Customer success is a hot topic this year, as businesses are realizing that they must invest in keeping customers happy to protect recurring revenues. (See the blog Customer Success is the New Black.) Some businesses are hiring entirely new Customer Success teams, while others are restructuring existing support and renewals
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So, You’ve Hired a Customer Success Team. Now What?

So, You’ve Hired a Customer Success Team. Now What?

These days, it seems like everybody’s hiring Customer Success Managers. A search of my LinkedIn network reveals twice as many open job listings for Customer Success Manager as for Product Marketing Manager positions (See the previous blog Customer success is the new black). Given this latest hiring craze, most businesses
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Customer Success is the New Black

Customer Success is the New Black

Last month’s Dreamforce conference will influence sales, service and marketing organizations the year to come. Now that the dust has settled from the conference, it’s time to take stock and assess what the road ahead looks like. Before the conference this year, ServiceSource made a few predictions about the conference The post Customer Success is the New Black appeared first on SourceTalk.
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4 Mistakes To Avoid in Cross-Sell or Upsell Campaigns

4 Mistakes To Avoid in Cross-Sell or Upsell Campaigns

Mistakes are inevitable when you’re trying something new – yet failure can be a great teacher. When you’re adding cross-selling or upselling campaigns to a renewal process, mistakes can be costly. Any time sales reps spend on unsuccessful campaigns is time they’re not spending selling critical renewals. And some mistakes The post 4 Mistakes To Avoid in Cross-Sell or Upsell Campaigns appeared first on SourceTalk.
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Amp Up Renewals with Demand-Based Customer Segmentation

Amp Up Renewals with Demand-Based Customer Segmentation

In the subscription-based economy, the highest-performing companies are expert at keeping and expanding their customer base. When it comes to managing customer renewals, they use a combination of automated actions and high-touch outreach to optimize recurring revenues: Taking action to reduce preventable churn, particularly for valuable customers Making targeted cross-sell [Read More] The post Amp Up Renewals with Demand-Based Customer Segmentation appeared first on SourceTalk.
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