The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
The question: “Where should the Customer Retention / Success Management team (by whatever name) be placed in a SaaS organization?” — is one of the top queries being asked all over the global software industry.  Should CSM be a part of Sales? Operations? Professional Services / Implementation / On-Boarding?  Does it report independently to the CEO?  Worldwide, examples…

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Properly equipped and led, a Customer Success Management team has access to a wealth of information about the customers they serve.  Which customers are proceeding up the desired adoption curve?  Who are the “power users?”  What is the potential for increasing the value that the customer is receiving from their investment?  What are the early warnings of an at-risk customer…

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An old Country & Western song about lost relationships includes a funny line: “When the phone don’t ring, you’ll know it’s me.”  There is little to smile about, however, when the subject is lost income streams and customers for a SaaS company.  Customer Success Managers who don’t want to be singing the blues can’t afford to wait until…

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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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