It is widely known that most software investments fail to deliver the expected business results and Return on Investment (ROI). For years research groups have reported the CRM projects alone have a 60 – 70% record of failing to deliver what was expected. What is staggering is that executives have accepted these dismal results for[…]
This guest blog was written by Jason Noble, a UK-based Expert in Customer Success. Jason is also co-host of, “The Jasons Take On…” a monthly webinar and podcast program that covers a wide-range of customer success topics. Being Customer Centric One of the biggest challenges when it comes to being (more) customer centric is defining[…]
If you are a software vendor, consider this: What would it look like if you approached each sale like you were trying to raise investment capital instead of just selling a piece of software? Knowing that most software buyers (ah, funders, in this case) have a wide variety of investment options available to them, does[…]
My how quickly things have changed. It seems like only yesterday SaaS vendors were worried that getting the Customer Success (CS) teams involved in the sales process would only slow things down and prevent a sale from closing. Today, it is increasingly the case that SaaS vendor need to showcase their customer success services in[…]
Many organizations that are implementing a new software system can easily get the system live, but they struggle to get it adopted, get value from it, and sustain effective use and business value creation over the long-term. When we meet with companies and take a closer look at how they go about implementing systems and[…]
Why is your Customer Success role incredibly important? The funny thing about technology is it can have a tremendous impact on productivity and effectiveness, yet it can also be a real source of fear and frustration. And with the rapid pace of technological change, many organizations are struggling with how to make software a real[…]
When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They were very focused on the specific features and functions. They spent a lot of time and effort explaining the product and its roadmap to customers. Slowly, we are seeing a shift where CS teams are[…]
4 Things You Should Do To Develop a Proactive, Confident CS Team When we ask clients what they most want to have as an outcome from Customer Success (CS) training, they often indicate that they want their CS team to be more confident when working with customers. They want customer success staff to be more[…]
If you are like many customer success managers, you are probably extremely focused on the question, “Will our customers be successful with OUR software”. You and your team probably ask yourselves what you, as a customer success professional, need to do to ensure the customer is successful using your product. But there is a more[…]
I have had a lot of discussions lately with numerous customer success (CS) professionals and recognized thought leaders about the challenges in setting up a thriving CS team in an organization that has never had CS before. We looked at numerous examples where SaaS vendors invested in hiring a CS leader to build a CS[…]
