The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
  • Customer Success Library
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That your Customer Success Management team is going to have significant connections with the Sales group and role is a given.  Where the lines are drawn however,  varies widely and the political infighting can be fierce.  The strategic decisions to be made are core-level, and absolutely require CEO leadership.  Without such direction, what’s likely to occur is a perpetuation of…

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Cost justifying a customer success management team's budget can be a challenge, especially in the beginning. The key tasks of the first phase of a CSM team’s development are to understand and categorize your interactions with the customers (type, duration, volume, cost & effectiveness) and to begin to define the statuses of the customer relationship health measurement graph. You have to be able to use this data to prove the truth of that old adage "An ounce of prevention is worth a pound of cure." Ultimately, you need to show that you are directly associated with an income stream and that you are making a strategically significant contribution to the company's overall profitability.

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A common question keeps coming up in my conversations with SaaS/Cloud CxO’s all across the industry:  “How many Customer Success Managers does it take to keep customers from churning?”  The question appears in other forms, such as “how much CMRR (Contracted Monthly Recurring Revenue) should each CSM be responsible for?”  Or, “How many customer accounts can a CSM handle?”  Staffing…

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There is one point upon which everybody is in full agreement about Customer Success Management.  The core strategic purpose of a CSM / group and program is to reduce churn.  Some companies go a step further to charter the team with the additional responsibility of moving customers up the value tiers wherever possible; others do not.  But when…

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