Optimizing Your Customer Success Strategy

In this article you will find a bunch of awesome tips and tricks for improving the way that you define what success looks like while building your CSM team. Companies across the world are investing in customer success teams and looking for ways to improve their overall customer experience & employee experience in the process. Checkout this super helpful visual queue for you & your team to talk through together during your next weekly huddle around what the actual definition…

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Customer Success Managers On The Rise

When a business buyer makes an initial purchase from a seller, it’s only the start of the value exchange between the two. Most of the mutual value accrues over time as the customer benefits and both continues and expands purchasing. Consequently, more companies are shifting responsibility for ongoing customer care and growth from an account manager to a customer success manager (CSM). The CSM title was almost unheard of a decade ago. But, in a 2019 survey of high-tech companies…

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Where Does Your CX Team Fall In Your Organizational Chart?

Instead of only talking about reporting structure, these 10 questions can help design the role today for the successes of tomorrow. As in any leadership role in an organization, having defined job responsibilities (check out the CXPA Guide to Job Descriptions); clearly defined objectives that are SMART ( specific, measurable, attainable, relevant, and time-bound) and the support of colleagues and leaders across the organization to achieve real change are imperatives to ensuring the success of CX professional. The sad truth…

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What is a CSM Anyways?

When a business buyer makes an initial purchase from a seller, it’s only the start of the value exchange between the two. Most of the mutual value accrues over time as the customer benefits and both continues and expands purchasing. Consequently, more companies are shifting responsibility for ongoing customer care and growth from an account manager to a customer success manager (CSM). The CSM title was almost unheard of a decade ago. But, in a 2019 survey of high-tech companies…

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5 Tips For CX Agent Onboarding

Let’s face it. Onboarding is broken. The average ramp time for a new rep is 4.5 months, while the average tenure is a year and a half. That means that 25% of a sales rep’s total time at a company is spent getting up to speed. At the same time, boot camp-style training (more on this in a minute) has abysmal recall rates. 84% of what reps learn in a sales boot camp is forgotten within the quarter, which means the so-called “onboarded”…

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