Playbooks & Best Practices

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

  • The Essential Guide to Customer Onboarding

    The Essential Guide to Customer Onboarding

    Onboarding is a process, one which is full of constant communication, feedback and performance measurement - all keys to loyalty and success.

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  • Starting Your Transition To Tech-Touch

    Starting Your Transition To Tech-Touch

    To ensure that you continue to drive meaningful experiences through customer interactions, you need to identify the key customer touchpoints that provide the most value for your company.

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  • How To Run A Successful QBR Meeting

    How To Run A Successful QBR Meeting

    As easy as it is to grasp the concept of a successful QBR, in practice, a lot of us still miss the mark. QBRs should be strategic, not tactical, and that’s where a lot of teams fall short.

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  • Best Practices To Share Your Product Roadmap With Customers

    Best Practices To Share Your Product Roadmap With Customers

    Sharing your product roadmap with customers is key, but it can be difficult to do so without conjuring up dates and features which will certainly change on the way.

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  • How To Help Your Customer Graduate From Onboarding

    How To Help Your Customer Graduate From Onboarding

    Day-30 in the onboarding process isn’t anything magic; it’s when the customer has advanced enough in their journey that they can start standing up on their own and can navigate your software easily.

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  • When & Where To Start The Renewal Process?

    When & Where To Start The Renewal Process?

    In the subscription economy, initial purchase decisions are based on hope, a decision to renew is based on results. For Customer Success Managers, it’s tricky to map out an effective renewal timeline.

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  • The 3 Flavors Of Onboarding

    The 3 Flavors Of Onboarding

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  • [Infographic] 5 Tips to Calculate Your Customer Health Scores

    [Infographic] 5 Tips to Calculate Your Customer Health Scores

    Here are the 5 best practices you need to consider when calculating your Customer Health Scores.

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  • 5 Tips to Manage Overwhelmed Customers

    5 Tips to Manage Overwhelmed Customers

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  • 2017 Rewind: Your Customer Success Playlist

    2017 Rewind: Your Customer Success Playlist

    The playlist below takes you through key questions Customer Success teams face. Just click on the tapes to start listening!

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  • The Art & Science of Effective Customer Onboarding

    The Art & Science of Effective Customer Onboarding

    Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach.

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  • 5 Steps to Customer Thankfulness

    5 Steps to Customer Thankfulness

    Some simple things that you can focus on all year round to make your customers thankful that they are partnering with you. Build the “thankfulness” sentiment into every customer success interaction.

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  • How to Get a Hold of Your MIA Customers

    How to Get a Hold of Your MIA Customers

    Customer Success is all about engaging with your customers when needed. Here are some useful tips to get unresponsive customers to finally get back to you and return your emails and calls.

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  • Quarterly Business Reviews: Nightmares Edition

    Quarterly Business Reviews: Nightmares Edition

    QBRs are formal meetings during which CSMs and Customers review goals, formulate a forward plan, and agree on action items that will drive success. Here's what not to do at Executive Business Reviews.

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  • Beyond Email: Ideas for Tech-Touch Customer Success

    Beyond Email: Ideas for Tech-Touch Customer Success

    It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes. Here are some alternatives to email for your One-to-Many customer success program.

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  • A Simple Framework for Operational Planning

    A Simple Framework for Operational Planning

    I have created a simple framework to make sure I never lean too heavily on the process side and am focusing on all components when I am planning. I refer to this as my “Team, Business, Customer Pie”.

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  • Why We Started Offering Account Health Checks

    Why We Started Offering Account Health Checks

    Clients in poor health aren’t meeting their objectives with your product and you need to respond quickly if you’re to keep them onboard. Account health has become a key concept here at RotaCloud.

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  • How to Build an Adoption Plan for Success

    How to Build an Adoption Plan for Success

    In order to drive adoption, a SaaS customer needs an actual written plan that maps objectives, timelines, and goals. The plan needs to map the changes in behaviors people need to make.

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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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  • 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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