The Why Of Scaling Customer Success

The Why Of Scaling Customer Success

  Efficiently scaling your success team to deliver increasingly valuable customer outcomes and higher levels of satisfaction is an ever more critical capability for SaaS companies to master. Delivering customer outcomes and satisfaction at scale will drive...
The Best CSMs Are Thoroughbreds Not Pack Horses

The Best CSMs Are Thoroughbreds Not Pack Horses

CSMs are increasingly seen as broad utility players in an organisation. Responsibilities can include pre-sales, sales, implementation, support and training. These are all often considered good uses of a CSM’s time in addition to their responsibilities for the success...
Outcomes From A Customer Success Focus

Outcomes From A Customer Success Focus

Reading time 6 minutes 45 seconds! Customer success is best seen as a company responsibility rather than as something owned by a function even if much of the day to day direct execution rests with the CSM team. It’s hard therefore to fully define customer success...
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