Customer Success Collective’s Post

Have you ever come across a LinkedIn post filled with acronyms and terms that left you confused and wondering what it all meant? You're not alone. When I first started my career in Customer Success (CS), I struggled to keep up with all the jargon thrown around in meetings. It felt like every conversation was a test of my acronym knowledge. From VOC to NRR, NPS to XQR (I'm joking, there's nothing like XQR 😄 Don't say this anywhere), the list seemed endless. If you’re in CS, understanding these acronyms isn't just about knowing what they stand for; it's about grasping their significance in our work. That's why I stumbled upon a fantastic resource on Carly Agar's website: a glossary featuring 100 essential Customer Success terms and acronyms, curated by Olivia Kot, MBA. It's been incredibly helpful in demystifying the CS landscape. If you're eager to brush up on your CS terminology, I highly recommend checking it out. Just click on the link below to grab your copy. Happy learning! https://lnkd.in/daG4emnA

Over the past several years I’ve seen the role of a CSM change drastically in the SaaS industry. The G2 Customer Success Survey says it all: “ Regardless of what business structure their department falls under, over two-thirds (67%) of customer success professionals report having a sales quota to maintain as part of their job responsibility, showcasing a greater emphasis on maximizing customer lifetime value and the evolution of the customer success role.” It’s become more and more apparent that success can and should be a revenue generating department, not just a revenue protecting department. What is your company doing to keep up?  https://lnkd.in/ge-UFfpg

Do You Want Enterprise Customers Raving About Your Product? 🏢 You need a clear customer success process. The success journey is extensive for enterprise customers, but the rewards are huge! Here's a peek at the stages your Customer Success team should be nailing: ⭐ Onboarding & Training: Become their in-house expert with in-depth training that ensures product mastery. ⭐ 90-Day Adoption: Close collaboration, tackling questions, and sharing best practices for fast value realization. ⭐ Ongoing Nurturing: Quarterly reviews, monthly check-ins, feedback loops, and proactively informing them about new features and growth opportunities. ⭐ Renewal Management: A smooth renewal process, handled by your CS team or seamlessly looped in with sales. This high-touch approach fosters streamlined adoption, maximizes ROI, and turns your enterprise clients into raving fans. Ready to unlock the secrets of enterprise customer success? Read the full blog for more insights! https://buff.ly/3V0jlTr

Customer success has earned its seat at the table, but we are still tasked with telling the story of what it takes to fulfill our role. Capturing the customer journey and what needs to happen to ensure customers’ success is a piece of the story, but connecting capacity to these efforts is the true cornerstone of the narrative. Join us for a CS capacity conversation to discuss proactive and reactive efforts, where those hinder and fuel your customer’s journey, and how to connect capacity to these efforts so you control the narrative in every CS conversation your company has. SCS (Strategic Customer Success Community) is meeting next week, March 20th at 12 ET to answer your CS capacity questions and share some ways that you can set yourself up to control the narrative of CS in your business. Registration link is in the comments.

When approaching your customer success team comp plans, start by answering the following: - What are the primary responsibilities of the CSMs? - In your comp plan's current state, what are you actually incentivizing them to do? - And lastly, what would you like them to do? This exercise will help surface critical insights (and possible discrepancies) so that you can refine and align your comp plans to incentivize your team more effectively. For more CS comp plan tips and structures, read below.

In a recent article with Built In, Eric Degler, Customer Success Team Lead at SmartBear, discusses the steps he takes to better understand his customers. Read more here:

HubSpot's Service Hub is leveling up and I am so excited! We've got some awesome new functionality to help CX leaders scale support and drive retention. For the first time, HubSpot is building dedicated tooling for customer success and account management teams. By breaking data out of it's silos, post-sale teams will have the information, insights and automation to proactively drive retention across their book of business. If you want to use HubSpot for customer success/account management and you've got a feature request, let me know! My team and I are excited to help our customers drive retention with HubSpot. To learn more about the new Service Hub features (and 100+ other new features) check out HubSpot's Spring Spotlight https://lnkd.in/gEeETFXu

Customer Success has the potential to generate revenue for your organization and contribute to long-term growth. However, for this to happen, CS needs the resources, tools, and knowledge to proactively serve customers. For this, we turn to Customer Success Enablement, a division of CS dedicated to providing Customer Success Managers with everything they need to be most effective in their roles. But how do you measure CS Enablement efforts and assess their effectiveness? Learn more about evaluating and measuring Customer Success Enablement on the SuccessCOACHING Blog: https://lnkd.in/guap4MzV #customersuccess #customersuccessmanager #successcoaching

How to find a customer success manager, well, here's the answer.