The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
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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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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