Business Alignment

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

  • The Importance of a Cross-Functional Approach in Customer Success

    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...

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  • How Customer Success Managers Can Avoid Dysfunction Within Startups

    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.

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  • 5 Sales to Customer Success Handoff Tips

    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..

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  • Why Customer Success Needs to Understand Sales

    Why Customer Success Needs to Understand Sales

    We can think of relatively few cross-functional relationships that have more of an impact on a customer’s long-term success than the relationship between Customer Success and Sales.

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  • [Infographic] 5 Metrics For Pre-Product/Market Fit

    [Infographic] 5 Metrics For Pre-Product/Market Fit

    While being in early stages of determining market fit is extremely exciting, measuring and understanding where things are working can also be just as nerve-wracking.

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  • Find Out If Your Support Team Is Outdated

    Find Out If Your Support Team Is Outdated

    Customer Support, as it is traditionally seen, is obsolete. If you gasped at this statement and tell me that there is always going to be a need for such a reactive group, let me offer you this.

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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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  • [Infographic] Customer Success vs. Customer Support

    [Infographic] Customer Success vs. Customer Support

    Two terms often used in similar contexts, but the roles they define could not be any more different. Check out this handy infographic to see the major differences the two disciplines encompass.

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  • [Infographic] 6 Lessons For Your Startup

    [Infographic] 6 Lessons For Your Startup

    Here are 6 quick lessons for your Customer Success Game Plan at the startup stage, when winning customers is a priority and teams are doing a bit of everything (and anything).

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  • 3 Sales Strategies That Are Fuelling Your Churn Rate

    3 Sales Strategies That Are Fuelling Your Churn Rate

    High customer churn indicates a mismatch between the expectations set pre-sale and the actual experience of customers. Here are some of some common sales strategies that lead to high churn rates.

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  • 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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