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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: We have a company culture of having cameras enabled on conference calls. How do I get my clients to follow suit for our calls together?

When video conferencing began emerging in workplaces in the early 2000s, it was typically one camera aimed at a conference table with people gathered around. The video stream was transmitted to another location of people gathered in the same fashion.

USF & Growth Molecules™ Announce Partnership: Success Academy for Customer Success, Support Leadership

Growth Molecules™, is now part of the Executive Education at USF School of Management ecosystem, a network of partners that provides specialized tools and delivery capabilities to help deliver a remarkable customer experience for mutual customers.

Dear Growth Molecules: The Volume of Customer Escalations Are Escalating – What Should My Team and I Do?

With most macroeconomic events, the tech industry is impacted in some capacity. The current climate in the U.S. following the Silicon Valley Bank, First Republic, and Credit Suisse bank runs, continued inflation, interest rate hikes, stock market volatility, and lingering COVID-19 pandemic era impacts, like supply chain disruption and over-hiring, have resulted in a significant pivot for tech companies.

Dear Growth Molecules: I’m New To Revenue Forecasting. Where Do I Begin?

Revenue forecasting can be overwhelming. It is even more overwhelming for a newly promoted customer success or account management leader, and is similarly stressful for a seasoned leader who has direct revenue responsibility for the first time.

Dear Growth Molecules: How Do I Drive Revenue Retention With Fewer Resources?

Leaders across customer-facing departments like customer success, customer support, professional services, customer enablement, and account management, are continually looking to leverage strategies to achieve great revenue retention performance. However, when global economic conditions become shaky, and teams are expected to do more with less, how is it possible to provide a customer experience that results in a 90 percent or more gross dollar renewal rate? Keep reading to learn ways that people, processes, and systems can be refined to enable maximized revenue retention with fewer resources.

[Case Study] Accelerated Gainsight Essentials Rollout to Supercharge CSM Efficiency

[Case Study] Accelerated Gainsight essentials rollout to supercharge CSM efficiency CLIENT OVERVIEW Glean is a SaaS enterprise search company that offers a cloud-based search platform for businesses. The platform is designed to help organizations quickly and easily search through large volumes of data and find relevant information. Glean’s platform is built on top of a …

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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.

[Case Study] Gaggle: Growing Customer Success As A Revenue-Driven Team

A pioneer education technology SaaS company that serves K-12 districts to manage student safety, was looking to invest and empower their Customer Success Team and evolve them as a revenue leading, sales generating team. This privately funded company has been dedicating their mission and service for over 20 years, in helping hundreds of districts avoid tragedies and save lives within available school technology.

Top Source of Churn You Are Overlooking & 5 Tenents to Get Ahead of it.

The science of retention is something that perplexes the best of customer success mavericks. It’s an endless chain – and you might lose customers faster than you’re acquiring them. Traditional logic says you must acquire them faster than you’re losing them – but practical application shows this is a costly affair.