About the AuthorMore Content by Nicolas Bergeron
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Most Recent Articles
How a CSM Can Expand Their Reach With Self-Success
While few Customer Success organizations have implemented knowledge management formally, in our experience this kind of content is so valuable that it does get written down somewhere. Our goal is to..
Is NPS a Useful Metric?
When NPS can have a real impact is when you understand the data beneath the score. If you put an NPS framework together that allows you to uncover the layers of useful data then...
[Infographic] 5 Important Insights of Spotlight Customer Growth
SaaS and other recurring revenue models have three core stages critical to their success – acquiring customers, retaining customers and monetizing customers.
What To Look For When Hiring a Customer Success Manager
I spend the majority of my time working directly with Customer Success Managers and executives while onboarding, retaining, and growing them. This is what I’ve learned…
Pillars of Customer Success
A good starting point in evaluating your structure is understanding the customer journey that individuals embark on when working with your organization and understanding how they start using your..
Your Enterprise client has just asked for financial compensation, what could you do?
At some point during your career working for a SaaS business, you will unfortunately come across a situation where the client wants a financial compensation. Aside from the pure financial...
The Importance of a Cross-Functional Approach in Customer Success
We all know that an organization is not going to be fully successful until customers are put at the core of the business. One of the factors that will lead to a company's success is to make sure...
When Customer Success Becomes a Silo
One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is integrated with other areas of the organization. Unfortunately, CS often operates in...
3 Steps to Onboarding Successful Customers
Customer onboarding is a unique window of opportunity for a SaaS business. It’s a time when the customer is truly excited and interested in advice and guidance in a way they likely won’t be later on.
Top 5 Qualities of a Great Customer Success Manager
The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the...
Inside Customer Success: Winning by Design
Amity sat down with Julie Perofsky, Customer Success consultant at Winning by Design to ask her about all things Customer Success. Read our interview with Julie to find out where Winning by Design...
Inside Customer Success: Densify
Amity sat down with Bradley Liou, Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Densify Customer Success...
How Customer Success Managers Can Avoid Dysfunction Within Startups
It’s no secret that building a startup can be a difficult task. This is partially due to the fact that team dynamics aren’t always clearly defined.
5 Sales to Customer Success Handoff Tips
The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to ha..
What does Goal and Expectation Setting Mean in Customer Success?
In Customer Success, we’re responsible for helping our customers reach their goals by pointing them towards the right tools and resources with the solution we’re supporting to ultimately help them...
Customer Success Metrics
Tracking the proper metrics is essential in understanding how your business is performing. Having proper data, reports and a recurring cadence for analyzing these reports is necessary if you want to..
Danger Points in a Client Journey and How To Mitigate Them
Many companies place a lot of emphasis on performing a timely and smooth onboarding. For some platforms, onboarding can be quite a technical affair taking months to complete
Guest Blogging for Amity!
We are looking for original articles that offer best practices, guides, and tips on the topic of Customer Success. You can write about strategy, processes, data, people or anything you think would..
90 Days In #CustomerSuccess
Building Loyalty: B2B Digital Marketing and Customer Retention Nowadays