Health scores are hailed as the panacea 💊 in Customer Success. The reality is that they give yet another excuse to not be proactive in CS. Health scores must be built on top of success journeys that lead to the goal of the customer to be effective.
How can Customer Success spend more time on more important tasks? The Pareto principle gives us the answer.
Hiring a Customer Success Manager with SaaS experience can be harder than finding a needle in a haystack. Here’s my tip if you’re looking to add members to your team, but don’t know where to look.
Do you want to be taken more seriously as a Customer Success Manager? You need to push back. Here’s how and why pushing back will help you collaborate better with your colleagues.
I used to struggle with the Marketing department: They always asked for stuff, but it always ended up creating more work and questionable value. Here’s how I fixed it.
Many customers usually means a lot of ideas. That’s great! But if we just send every request to our colleagues in the product department… their inbox will be full. Here’s a better way to handle customer requests for optimal output.
I like to celebrate the little things during customer onboarding. And if you don’t know what you can celebrate, here’s my twist on it.
CSMs usually don’t have too much to do with the Finance department. What a wasted opportunity!
How can we talk more with Sales, Marketing and the Product department? It all starts with these 3 simple measures you can implement today.
A good handover is the first big step to a healthy and happy customer. Here is how you can make your sales handover smoother immediately.
With love from Amsterdam, The Netherlands
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