Customer Success

If you are starting the renewal conversation at 90 days, the accounts that matter are already decided. The renewal is a lagging indicator of a year of value delivered or not delivered. This is a leader's guide to building a 90-day renewal system so no renewal is ever a surprise and so the window is used to confirm and expand rather than rescue. There is a version of the renewal that most playbooks describe. A rep opens a conversation ninety days out, runs a value recap, handl

AI is being bolted onto customer success and support faster than almost any other business function. For a discipline built on relationships and outcomes, that's both the opportunity and the trap. Here's an honest, leader-level read on what exists today, where it's heading and what's genuinely worth weighing, good and bad. There is a peculiar tension at the heart of putting AI into customer success and support. Support has always had a volume problem that automation is well s

You send a check-in email. No reply. You try again two weeks later. Nothing. Their usage data shows they logged in once last month. The renewal is four months away and you have no idea where you stand. Every B2B SaaS founder and CSM know this feeling. A customer who was once engaged, responsive and visibly getting value from the product has gone quiet. Not angry quiet. Not complaint-filing quiet. Just... absent. The instinct is often to give them space, wait until closer to r

Most "Customer Success" Roles Are Not What They Seem: Understanding the True Nature of Customer Success If you spend any time reading customer success job descriptions today, from CSM to Head of Customer Success, you start to notice a shift in language. Terms like "Own a quota," "Drive expansion revenue," and "Identify and close upsell opportunities" appear frequently. By the third paragraph, you might feel like you're reading a job specification for an account executive with

Engaging customers well is not a nice-to-have. For any business that wants to grow and keep loyal clients, it is the difference between retention and churn. Clear, effective communication builds trust, encourages loyalty, and turns one-time buyers into long-term advocates. But communication that does all of this does not happen by accident. It is the result of a deliberate customer communication plan. This post walks through what makes a communication plan effective, how to b

Customer retention does not happen by accident. It is the result of deliberate, consistent decisions about how you look after the people who have already chosen to buy from you. And yet most businesses put the majority of their energy into acquisition — chasing new customers while quietly losing the ones they already have. The economics of this do not make sense. Retaining a customer costs significantly less than acquiring a new one. Retained customers spend more over time, r

We have been talking about feedback for the past couple of weeks. Now this article will go one step further to discuss one of those valuable feedback tools we have available in Customer Success Teams. The Net Promoter Score (NPS) is a customer loyalty and satisfaction measurement. It is determined by asking customers how likely they are to recommend a product or service to others on a scale of 0-10. The NPS score is then calculated by taking the percentage of promoters (score

Introduction Customer feedback is one of the most important aspects of running a successful business. It can help you identify areas for improvement, build better products and services, and even make more money. But what do you do when your customers aren't satisfied? How do you handle negative feedback in a way that will benefit both them - and yourself? This article will discuss some strategies for dealing with negative customer reviews on social media or elsewhere online,

Customer feedback is a way to understand better what your customers think about your product(s) or service(s)