Simon has over 10 years helping clients achieve their goals through the use of software. Having previously lead Customer Success teams in London, Europe and New York City, Simon now owns Kupr Consulting working with B2B SaaS companies to improve their Customer Success teams and processes.
We speak to Customer Success Director, Sarah Chasen, as she comes back to work after pregnancy.
Make sure you are using the full array of potential touch points to build relationships with your High-Touch Customers.
Track when was the last time, how often and how much value a client gets from using your platform.
Advice on how to get promoted from a CSM to Senior CSM
Success should be measured on how you are achieving the clients' objectives, not your internal metrics.
We speak with Josh Daniels about his thoughts on Analytics as part of a Customer Success team.
We speak to Chris Sparshott to get his advice on the renewal process.
Customer Success can bring great value to a final stage sales prospect.
Net Promoter Score (NPS) is a widely used metric for measuring client happiness in SaaS businesses, but it has some serious shortcomings.
What are some of the key traits of a strong Customer Success Manager
We speak with Aurelie Randolph, a Customer Success Manager at Ometria.
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.
Renewals are massively important to SaaS businesses. Make sure you start the conversation with your client sooner, rather than later.
Tiered service levels will make sure you are maintaining good revenue per hour margins across your client base.
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