Customer Renewals and Retention/Churn
Definitions for the terms "renewals", "retention" and "churn" and a basic explanation of the CSM's role in maximizing [...]
Land and Expand Sales Motions
Definitions for the terms "land" and "expand" and a basic explanation of the CSM's role in maximizing renewals [...]
14 Tenets of Customer Success Part 5 of 5
"Tenets" (or guiding principles) Thirteen to Fourteen of customer success are described and explained. These are "The CSM [...]
Should the AM also be the CSM?
A discussion about the similarities and differences between account managers and customer success managers, and the difficulties of expecting AMs [...]
Tenet Thirteen: The CSM Proactively Seeks Further Sales Opportunities
A discussion on the thirteenth of fourteen tenets (or principles) of customer success management, as laid down in Chapter One [...]
How Should CS Collaborate With Sales?
A conversation with Sarah Arti. Sarah is Director of Client Services at Siteimprove. Siteimprove offers the world's most comprehensive cloud-based [...]
