Playbooks & Best Practices

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

  • [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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  • 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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