Customer Success

Just a few years ago, virtual sales could have meant a few different things. For some organizations, it was the outsourcing of specific outbound sales activities. For others, it involved the utilization of tools, such as live chat and demos, to respond to online enquiries. Today, the term “virtual s…

When it comes to setting up a Customer Success practice, any organization will face no shortage of complex stumbling blocks, from establishing an effective framework, to identifying the right people, processes and tools to provide a strong foundation. However, where many organizations hit a wall is…

As a partner in today’s competitive subscription economy, you have everything to gain and nothing to lose when you prioritize the customer’s experience and deliver maximum value at each stage in the relationship lifecycle. These principles are the fundamental tenets of Customer Success, and while th…

Customer Success Management (CSM), at its core, is about ensuring that our customers thrive, and it centers on accelerating time to value at each stage in the relationship lifecycle (Land, Adopt, Expand, Renew). As sellers, the importance of integrating a CSM practice cannot be underestimated in tod…

It’s easy to understand the value of adoption from the customer’s perspective, at least on the surface. But there’s a lot more to it than meets the eye. To connect the dots between adoption and value realization as sellers, we must first recognize the drivers behind every purchase, and the outcomes…

Even as technology offerings improve at light speed, customers’ needs to improve their bottom-line remain largely the same. They want results, and a healthy return on the investments they’ve made. As we’ve built out our customer success organization, and taken our partners along with us on our journ…

We all know the facts about customer loyalty. It’s easier and less expensive to sell to an existing customer rather than acquire a new one. Loyal customers are also more likely to buy more from you and recommend you to other potential prospects. Take a moment to think about your own customer base. W…

Creating customer loyalty is a race against time. It’s been said that after 90 days a business only has a 10% chance of making the customer loyal. Therefore, once that clock starts ticking, value realization must occur quickly or a high probability exists that you will lose the customer. Customer he…

No matter which lens you look through, it’s easy to see the importance of digital and the enormity of transformation taking place in the marketplace today. Both Gartner and Forrester predict that by 2020, 80% of the buying process is expected to occur without any direct human-to-human interaction. I…