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CSOps

[Case Sstudy] An Optimization Program for Predictive Results

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An Optimization Program for Predictive Results CLIENT OVERVIEW Aurora Solar’s cloud-based software transforms solar design, sales, and delivery. With just an address and electric bill, Aurora empowers clients to generate a complete, accurate, and customizable design for every customer — and close the deal on the spot. The company helps power thousands of solar projects […]

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Dear Growth Molecules: What Value Does a Customer Success Operations Leader Bring? Should I Hire One?

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In the world of B2B SaaS, customer success (CS) is one of the most critical functions that can drive business growth and customer retention. While most companies have customer success managers, it is equally important to have a customer success operations leader who can optimize the customer success team’s processes and tools.

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Dear Growth Molecules: When Is The Right Time To Ask A Customer For Help?

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Dear Growth Molecules: When Is The Right Time To Ask A Customer For Help? By: Sabina M. Pons Peer recommendations are undeniably powerful influencers of software and services purchase decisions. In fact, this word of mouth communication style is the “primary factor” in 20 to 50 percent of those consumer decisions (McKinsey) and software companies

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How To Develop a Customer Success Mindset and Align With Marketing

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How To Develop a Customer Success Mindset and Align With Marketing By Sabina Pons, Operating Partner at Growth Molecules. A customer success mindset will make your business flourish. Learn the ins and outs of customer success and how to align with your marketing team. Customer Success vs. Customer Service When you hear the term “customer success,”

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How Does Customer Success Lead to Revenue Growth?

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One of the most important parties in the tech business is not the investors nor the ideation masters. The customers who call the shots and make the wheel of fortune turn in favor or against a brand today are the customers who have insurmountable power over the market. They are responsible for making trends and products viral or turning brands into a flop, which is why every company must focus on customer success rates.

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Customer Success Misunderstood or Mastered?

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“Squishy,” “fluffy,” “nice-to-have.” As a passionate advocate for Customer Success, these descriptions of this critical practice area are painful to hear. After nearly two decades of meaningful contributions to growing some of the most respected and profitable SaaS companies in Silicon Valley and around the globe, one would think that Customer Success’ value was understood, and certainly that the definition was known.

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Customer Journey Mapping: It Should Feel Like Candy Land Rather Than Twister

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Customer Journey Mapping: It Should Feel Like Candy Land Rather Than Twister Written by: Sabina M. Pons According to Mark Jeffery, Author, and Professor at the Kellogg School of Management, less than 20% of companies leverage customer data to make business decisions. Leaders are frustrated with either not having customer data or overwhelmed by spreadsheets

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10 Questions to Measure your CS Ops Maturity

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When it works, the technology, the processes, the people are a high performing yet graceful machine. It’s art. And when it fails to work–customers don’t launch, don’t adopt our product, CSMs are unprepared or not informed–it’s quite ugly. In short, Thanos steals half our renewals and we’re wiping the ashes of churned customers away from our tear-filled eyes.

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5 Data Points That Help You Fight Churn

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Churn is inevitable if you’re in the SaaS business. The extent to which you can control the churn is what matters. It makes sense because controlling churn fuels growth in any SaaS firm.

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