Business Alignment

Best practices and tips to help align Customer Success within your team and organization.

  • Creating a Post-Sales Process for Customer Success

    Creating a Post-Sales Process for Customer Success

    At no time is coordination and collaboration between Sales and Customer Success more critical than immediately following a sale, when the vision the customer purchased needs to become reality.

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  • Data is the Path to Sales for SaaS Providers

    Data is the Path to Sales for SaaS Providers

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  • The Power of Company Culture

    The Power of Company Culture

    Company culture has a profound effect on your customer’s experience and your CSM’s ability to “practice” Customer Success. But a customer focused value statement is not enough.

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  • How Customer Success Helps Sales Secure New Business

    How Customer Success Helps Sales Secure New Business

    Customer Success can not only power retention and expansion, but it will also allow your Sales team to acquire new business more efficiently. Here's how a CS organization will get you more logos.

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  • How to Kick Things Off with Your Customers

    How to Kick Things Off with Your Customers

    From collaborating with Sales to preparing your first customer calls, here are some best practices to help you navigate your first few days with a new customer.

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  • Putting Customer Pain Points at the Centre of Your New Product

    Putting Customer Pain Points at the Centre of Your New Product

    Every marketplace has its gaps or customer pain points. Any new entrant to a market will have to scour the market for existing gaps and attempt to fill them with their business.

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  • How to Get Your Customer Success Budget Increased

    How to Get Your Customer Success Budget Increased

    Many customer success teams often struggle with communicating their value and thereby never get their budget fully approved. In return, this impedes their ability to scale. Here's how to get started.

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  • 3 Ways Customer Feedback Helps CSMs Do Their Job

    3 Ways Customer Feedback Helps CSMs Do Their Job

    This is a key lesson for you to learn. You should be listening to your customers twice as much as you speak back to them.

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  • Empowering One Another - Marketing and Customer Success

    Empowering One Another - Marketing and Customer Success

    Learning from the extensive knowledge that Customer Success has of what an ideal customer looks like, Marketing can improve its messaging and targeting strategies to attract better customers.

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  • [Infographic] The 4 Stages of Scaling Customer Success

    [Infographic] The 4 Stages of Scaling Customer Success

    It's never too early to be thinking about Customer Success at scale. From Day 1, a truly customer-centric company should ensure that Customer Success Operations are engrained in its DNA.

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  • What's The Best Way To Handle Software Outages?

    What's The Best Way To Handle Software Outages?

    When your SaaS application goes down, the responsibility of Customer Success is to save face and mitigate the damages for customer relationships and retention.

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  • Becoming a Customer-Centric Organization in 7 GIFs

    Becoming a Customer-Centric Organization in 7 GIFs

    When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves on a daily basis – “What is my contribution to ‘customer’ today?”

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  • Three Truths Proving Why Companies Should Be Customer-Centric

    Three Truths Proving Why Companies Should Be Customer-Centric

    Customer-Centric Companies seek to understand the world through their customers' eyes. Organizations that achieve this level of customer engagement are more innovative and more profitable.

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  • Inside Customer Success: Oracle Marketing Cloud

    Inside Customer Success: Oracle Marketing Cloud

    Success isn't simply about producing good software, and this holds true for industry leaders like Oracle Marketing Cloud. We met Peter Armaly to learn about the evolution of Customer Success at OMC.

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  • Are Your Sales Hampering Your Customer Success Team?

    Are Your Sales Hampering Your Customer Success Team?

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  • What's Still Holding Customer Success Back in 2017?

    What's Still Holding Customer Success Back in 2017?

    Some of the main challenges and wide-spread ideas still holding the Customer Success industry back in 2017.

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  • Customer Success Isn't Just a Feel-Good Name For Account Management

    Customer Success Isn't Just a Feel-Good Name For Account Management

    Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success.

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  • Maintaining Proactive Customer Success in a Fast-Growing Startup

    Maintaining Proactive Customer Success in a Fast-Growing Startup

    Complexity is the enemy of scaling. To make sure your Customer Success team stays on track while your company grows, keep in mind these two factors: capabilities and capacities.

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  • Customer Success of Things - Some Definitions

    Customer Success of Things - Some Definitions

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  • Inside Customer Success: test IO

    Inside Customer Success: test IO

    Implementing Customer Success Management has revolutionized the way test IO relates to its customers and builds relationships. Test IO's CEO and COO tell Amity what Customer Success means to them.

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