Customer Success Magazine
For the Management of Customer Lifetime Value
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There is another side to the skyrocketing proliferation of Customer Success teams all over the global business landscape.  While it is fortunately not common, it does occur: Senior Management suddenly announces the end of the customer success team, that the entire group is being laid off. What Happened to the Customer Success Team? Was there […]

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Regardless of whether or not you formally segment your customer base, there is one portfolio of customers that every SaaS Customer Success team should be giving very serious attention: the power-users, or mavens.  These are the people that effectively use the most of your app’s feature set and who thereby get the greatest value from […]

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Jenn Thompson knows much more about the features and functions of your company’s application than does anyone in Sales, Support, Training or Customer Success. She regularly does things in the system that no one else even realizes are possible. Where the average user probably taps at best 10-15% of the capabilities of the app, Jenn […]

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There has been a lot of conversation over the past few years about customer centricity, and many companies have  associated themselves with the concept in various ways.  As a result, there are many different definitions of customer centricity.  While most do not directly connect with measurable outcomes or profitability, there is one definition that does — and that […]

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