Customer Success Articles

We're constantly adding to the range of articles, but if there is something specific related to customer success that you want answered, please get in touch. If you would like to write for the audience of Kupr Consulting, we'd love to hear from you. Please check out the details for guest blogging and get in touch.

Customer Success Management with Sarah Chasen

We speak to Customer Success Director, Sarah Chasen, as she comes back to work after pregnancy.

Read

Enterprise Touch Points

Make sure you are using the full array of potential touch points to build relationships with your High-Touch Customers.

Read

Customer Success Leadership as we Move into 2019

As we move towards 2019, Jason Noble looks at the challenges and requirements for Customer Success leaders.

Read

Using Recency, Frequency, Value as a Customer Health Score.

Track when was the last time, how often and how much value a client gets from using your platform.

Read

Get Promoted from CSM

Advice on how to get promoted from a CSM to Senior CSM

Read

Customer Success Should Focus on the Client’s Goals, not Internal Metrics

Success should be measured on how you are achieving the clients' objectives, not your internal metrics.

Read

Customer Success Analytics with Josh Daniels

We speak with Josh Daniels about his thoughts on Analytics as part of a Customer Success team.

Read

Advice On Mastering The Renewal Process

We speak to Chris Sparshott to get his advice on the renewal process.

Read

Should Customer Success Be Involved Pre-Sales

Customer Success can bring great value to a final stage sales prospect.

Read

The Problems with Net Promoter Score

Net Promoter Score (NPS) is a widely used metric for measuring client happiness in SaaS businesses, but it has some serious shortcomings.

Read

What Traits to Look for When Hiring a Customer Success Manager

What are some of the key traits of a strong Customer Success Manager

Read

Client Success Professional - Aurelie Randolph

We speak with Aurelie Randolph, a Customer Success Manager at Ometria.

Read

Do you QBR?

Quarterly Business Reviews (QBR) are a very common way to engage with the client and show the value of your work to senior contacts. However if not done correctly, they could ultimately become damaging to your relationship.

Read

When To Start The Renewal Process

Renewals are massively important to SaaS businesses. Make sure you start the conversation with your client sooner, rather than later.

Read

One Size Does Not Fit All

Tiered service levels will make sure you are maintaining good revenue per hour margins across your client base.

Read

Become a Customer Success Expert

Receive regular emails and help yourself become a Customer Success expert. You can unsubscribe in one click, and your email will never be used for anything else.