#B2B

[Case Study] An Optimization Program for Predictive Results

[Case Study] 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 […]

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Dear Growth Molecules: As a member of a Customer Success organization, I find that competing priorities can distract from what’s most important – customer key performance indicators. How do I remain focused on KPIs?

Within the sphere of business to business (B2B), software-as-a-Service (SaaS), there are a plethora of metrics and key performance indicators (KPIs) that companies track.

Dear Growth Molecules: As a member of a Customer Success organization, I find that competing priorities can distract from what’s most important – customer key performance indicators. How do I remain focused on KPIs? Read More »

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

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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[Case Study] Screencastify: Maximizing Customer Success Professional Development

Screencastify is an education technology company serving over 15 million people in over 190 countries, with clients ranging from students to technology professionals. The company offers a simple-to-use platform for recording, editing, and submitting videos. This growing virtual support platform has become a go-to technology for companies seeking virtual communication solutions in customer support.

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The Art of Nojitsu: Say No In A Business Environment

In his book The Art of Saying NO, Damon Zahariades writes that saying no is one of the most powerful skills you can develop as a business leader. So then why is it so hard to put into action? Vanessa Bohns, a professor of organizational behavior at Cornell University, explains that our need to connect with others is instinctive, you could even say primal. We know that we need each other to thrive in life and the idea of a disapproving tribe can be a terrifying prospect.

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Growth Molecules and Gainsight Announce Strategic Partnership

Partnership announcement expands Growth Molecules’ award-winning Customer Success consulting solutions with Gainsight’s industry-leading Essentials platform.

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

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

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Transformational Change is Trending: Companies Are Revolutionizing how they Lead Growth

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.

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The Case For Investing In Customer Success Education [HINT – Revenue]

Growth Molecules now offers CSA accredited courses. Are you investing in your customer success and support team training?

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Build Up Your Team to Build Out Customer Success

build up your team to build out your customer your customer success By Sabina Pons, Principal Consultant at Growth Molecules – Customer Success Consulting. Today’s business-to-business (B2B) software-as-a-service (SaaS) organizations must perfect their customer experience (CX). Besides the price point of SaaS itself, business leaders compete on CX, as customers make purchase decisions on attributes, including ease

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