By partnering with Growth Molecules, BuildingLink now has a holistic, customer-centric methodology that enables its post-sale customer-facing teams to drive customer adoption, expansion, retention, and loyalty.
“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.
Customer Journey Mapping: It Should Feel Like Candy Land Rather Than Twister Written By: Sabina M. Pons, Annie Stefano, & Emilia D’Anzica According to Mark Jefferey, 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 …
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.
When should you hire a Customer Success (CS) consultant? In our experience, successful companies have made working with consultants a key growth strategy. From 2012 to 2019 the management consulting industry grew every year by over 100% and peaked at $160B in the US alone. This article can help you understand if hiring a Customer Success consultant is a smart strategy for your business.
Company change is often the elephant in the room. Whether you have an existing and evolving Customer Success (CS) team, or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is uncomfortable, but necessary to achieve the intended business outcomes.
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.
To reduce your risk of making a costly wrong decision that will increase the likelihood of a negative impact on customers, you need deep formal feedback systems.
YOUR GUIDE TO THE LEADERS LABS: CUSTOMER SUCCESS LEADERSHIP NETWORK SERIES WITH GROWTH MOLECULES 6 Episodes | 12 Takeaways By Emilia D’Anzica Over the past six months, I had the opportunity to work with Morika Georgieva to build the Leaders Labs. I interviewed eight leaders who challenged commonly accepted practices leading customers and customer success …
4 Reasons You Should Inventory Your Team’s Apps Today This post is a collaboration with Oliver Nono, Director, Enterprise Customer Success at Zendesk, and a recent CM Makeover Show guest. You can see Oliver’s show here. How does your team really get results? One of the key responsibilities of a CS Ops team is monitoring …