by Teresa Becker - When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a…
by Teresa Becker - If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of…
by Teresa Becker - In the modern SaaS landscape, the two paths of Customer Success and Customer Experience (CX) – although closely related –…
by Teresa Becker - The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional…
by Teresa Becker - It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in…
by Teresa Becker - Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement…
by Teresa Becker - Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric,…
by Teresa Becker - In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end…
by Teresa Becker - As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or…
by Teresa Becker - The customer service industry is constantly changing. For CSMs in the SaaS industry, the same metrics that guided decision making…
by Teresa Becker - Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer…
by Teresa Becker - As a CSM or customer success leader, you know the importance of success – not just for your customers, but…
by Teresa Becker - We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. But is there actually…
by Teresa Becker - Your customers are the lifeblood of your business. Without them, you wouldn’t have a reason to keep your company in…
by Teresa Becker - The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become…
by Teresa Becker - Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey As customer success professionals, we spend…
by Teresa Becker - Customer success is a constantly changing and growing role for most companies. While the focus of customer success was only…
by Teresa Becker - When it comes to knowing your customers, nothing is as important as understanding how they make big decisions in the…
by Teresa Becker - Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do…
by Teresa Becker - Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working…
by Teresa Becker - If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. That’s just the name of…
by Teresa Becker - If customer success professionals can agree on one thing, it’s that customer churn is inevitable. While most CSMs will try…
by Teresa Becker - In the world of SaaS products, fine-tuning is a near constant endeavor. Every product goes through the process of checks…
by Teresa Becker - In the world of sales, Quarterly Business Reviews (QBRs) are incredibly popular for forecasting, planning, and making sure that everything…
by Teresa Becker - If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires…
by Teresa Becker - In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal.…
by Teresa Becker - For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive…
by Teresa Becker - The end of the year brings with it a long laundry list of to-dos and things to get done (and…
by Teresa Becker - We’ve all heard the expression “The customer is always right.” And while this may be the gold standard for retail…
by Teresa Becker - If there’s one thing your company should never lose focus on, it’s the customers. Ensuring your company is customer-focused from…
by Teresa Becker - Marketing professionals are held accountable to key parts of a company’s business: new sales, existing sales, brand awareness and recognition,…
by Teresa Becker - As a CSM, you have relationships with customers of all sorts. But you definitely have (at least) one customer who…
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