Playbooks & Best Practices

Best practices and how-to's for common Customer Success playbooks.

  • 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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  • The QBR Mistakes You Need To Stop Making

    The QBR Mistakes You Need To Stop Making

    We asked leading Customer Success experts to share the biggest QBR mistakes Customer Success teams are guilty of, and how to avoid them moving forward.

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  • What You Should Learn From a Breakup

    What You Should Learn From a Breakup

    When you go through a breakup, you should take the time to reflect and learn. Churn can, in fact, be your ultimate churn mitigation tool. Turn that lagging data into leading indicators.

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  • How to Get More From Your Net Promoter Score Program

    How to Get More From Your Net Promoter Score Program

    One reason why Customer Success teams pay close attention to NPS is that it can indicate an existing risk of churn. Yet, there’s more you can do to power up your Customer Health Score and NPS program.

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  • A Practical Framework to Calculate Customer Maturity Index

    A Practical Framework to Calculate Customer Maturity Index

    This post will explain how to calculate a Customer Maturity Index, how to design a comprehensive framework to combine insights, and how to develop playbooks to address customers’ needs based on them.

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  • Your Toolkit for Proactive Customer Success

    Your Toolkit for Proactive Customer Success

    A proactive Customer Success organization is one that doesn’t wait for problems to arise. Here are the 5 elements of a proactive Customer Success Manager’s toolkit.

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  • What Makes For a Great Customer Success Plan?

    What Makes For a Great Customer Success Plan?

    A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Here's what a great Customer Success Plan looks like.

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  • User Adoption & The 20-Year Renewal

    User Adoption & The 20-Year Renewal

    Who wouldn’t like to secure 20 years’ worth of renewals with each of their customers? If you sell SaaS, this not only doable, but it should be your goal from the very beginning

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  • Are Playbooks The Key to Customer Success?

    Are Playbooks The Key to Customer Success?

    Playbooks are a CSM’s best friends. When leveraged properly, playbooks allow CSMs to spend less time planning and worrying, and more time actually getting stuff done. Are Playbooks the key to success?

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  •  Operationalizing a High Volume Onboarding Team

    Operationalizing a High Volume Onboarding Team

    Do you think it’s impossible to set-up an efficient, consulting focused onboarding program for your smallest SaaS customers? Think again.

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  • Segmenting Your Customer Base to Scale

    Segmenting Your Customer Base to Scale

    To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model.

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  • 5 Questions To Help You Measure Customer Adoption

    5 Questions To Help You Measure Customer Adoption

    Once you’ve mapped an ideal adoption phase, it can still be difficult to know if your team is thinking about adoption the right way. Here are 5 questions to keep in mind:

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  • 5 Powerful Videos That Spotlight Customer Advocacy

    5 Powerful Videos That Spotlight Customer Advocacy

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  • Unconventional Wisdom: 5 Steps for Developing a Powerful Adoption Playbook

    Unconventional Wisdom: 5 Steps for Developing a Powerful Adoption Playbook

    It's time to rethink some major assumptions and turn conventional wisdom on its head when it comes to how buyers and sellers of software approach user adoption. Develop a powerful adoption playbook.

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  • Expert Tips: Setting Goals With Your Customers

    Expert Tips: Setting Goals With Your Customers

    Success is nearly unattainable without set goals. We sat down with Wynne Brown, Director of Customer Success at Seal, to learn what her pro-tips for setting goals with customers are.

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  • Resurrecting Your Inactive Accounts

    Resurrecting Your Inactive Accounts

    Customers disengage for a variety of reason. Here's how to bring those inactive accounts back to life to prevent customer churn.

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  • The Anatomy of a Remarkable Customer Success Playbook

    The Anatomy of a Remarkable Customer Success Playbook

    The best way for CSMs to respond to scheduled and unscheduled events is by the use of playbooks. This article will explain what playbooks are, then provide some guidelines on building and using them.

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  • Static vs. Dynamic Segmentation Models for Customer Success

    Static vs. Dynamic Segmentation Models for Customer Success

    Paired with well-defined high-touch and low-touch engagement models, a reliable account segmentation model allows Customer Success Managers’ time and attention to be where it needs to be.

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  • 4 Onboarding Mistakes & How to Avoid Them

    4 Onboarding Mistakes & How to Avoid Them

    When implemented correctly, onboarding sets your customers up for success. Check out these 4 common onboarding mistakes and learn how to avoid them for Customer Success and higher retention.

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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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