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4 Psychological Principles CSMs Can Use To Improve Customer Retention

Posted by Rob Boone on Oct 15, 2014 1:15:00 PM

Turning average customers into dream customers means creating an experience that leaves your users emotionally affected. CSMs and CEMs can create that effect by incorporating some basic psychological principles.

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Topics: Research and Trends

Why Your Customer Success Campaign Needs Customer Education

Posted by Sarah E. Brown on Sep 10, 2014 1:48:00 PM

As SaaS companies, we now have access to in-depth analytics relating to customer health through customer success analytics platforms. We can now predict churn and renewal events through analytics like product usage, support usage, and more, depending on the platform you choose and which KPIs matter most for your company.

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Topics: Research and Trends

When Is The Right Time For Your Startup To Hire A CSM?

Posted by Sarah E. Brown on Jul 17, 2014 12:32:00 PM

At what point in a company's growth should the customer success manager (CSM) role be established? Is it important to hire a CSM early on in a startup environment?

Among experts, the verdict is still out. That being said, some best practices have emerged that companies can look to for guidance on when you should hire a CSM.

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Topics: Customer Success Education, Research and Trends

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