In this riveting episode, we delve into the world of Customer Success Management (CSM) in an old-school company, told through the lens of a CSM team member grappling with resistance from entrenched account managers. From recounting personal struggles to sharing insights from fellow online commenters, we explore the tension between innovation and tradition. This episode takes listeners on a journey of resilience, as the CSM team strives to prove their worth and integrate into the company, all while facing skepticism and the looming question: Can the new kids on the block change the game? Tune in to witness the saga of a modern workplace transformation. 

In this episode, we delve into the transformative power of Customer Success teams in shaping the journey of a business. We discuss how today's customers place a high value on their experience with a company, even willing to pay more for superior service. We explore the steep costs businesses face when customer experience falls short, and how this dynamic is even more critical in the rapidly evolving world of SaaS companies. We spotlight the story of a startup named Node, who made the strategic decision to hire a customer success manager before they even had a single customer. This key move led to impressive outcomes such as 100% customer retention, their first two-year contract, and substantial investments, all within just four months of their launch. Join us as we unpack the reasons why early investment in a Customer Success function can be a game-changer for your business, and what practical steps founders can take to maximize retention and customer lifetime value. Whether you're a startup on the brink of scaling or an established business aiming to elevate your customer experience, this episode is packed with valuable insights for you. 

In this episode of The Customer Daily, we delve into the paradoxical relationship between free trials and customer churn, scrutinizing common industry practices and upending assumptions.

We highlight a study by Greg Daines revealing that customers who opt for free trials are likely to churn at a higher rate compared to those who pay upfront, sparking a debate about the perceived benefits of these trials. 

The discussion further extends to a critique of focusing primarily on 'Revenue Churn', suggesting a more holistic approach that takes into account logo churn and long-term growth. Experts in customer success and retention share their insights, emphasizing the role of active customer engagement and the need to look beyond conventional metrics to understand the true health of the customer base.  

In this illuminating episode of The Customer Daily, the team dives deep into the five core skills vital for a standout Customer Success Manager in 2023, as validated by renowned field expert Markus Rentsch. 

Anchored by host Anthony, the discussion traverses active listening, design thinking, data analysis, cross-functional collaboration, and selling outcomes as the necessary steps to conquer the shifting landscape of Customer Success. 

Arnold shares a compelling narrative on the importance and application of these skills, followed by practical insights from Bella on enhancing active listening and Jessica's strategic advice on effectively communicating value. 

Whether you're a seasoned professional or just stepping onto the shifting stage of customer success management, this episode serves as an indispensable roadmap to guide you through. Don't miss out! 

In this engaging episode of The Customer Daily, we delve into the critical but often challenging collaboration between Customer Success and Sales - two key drivers of business growth. We discuss common hurdles to cross-functional alignment and offer practical strategies to foster a more collaborative environment. Our expert guests, Lina and Arnold, provide valuable insights into building open communication, aligning on shared goals, fostering mutual understanding, and integrating customer success insights into the sales process. They share actionable steps your teams can take to boost collaboration and ultimately strengthen your business. Remember, bridging the gap between customer success and sales is not a one-off task but a continuous journey. Tune in to learn how to embark on this journey and transform your business relationships into successful partnerships. 

In this episode, we delve into a thought-provoking discussion ignited by Kevin Chiu, COO and Co-founder of Catalyst Software, on the changing landscape of customer success and sales departments, particularly as they handle renewals and expansions. As Chiu advocates for a more strategic, sales-like approach, our team examines his points, offering in-depth analysis, insights, and alternative perspectives.

Chiu's Linkedin Post

In this eye-opening episode of "The Customer Daily," we delve into the critical importance of speed in the onboarding process within the SaaS industry. Unveiling striking data from a recent analysis, we shed light on the potent link between swift customer engagement and a significant reduction in churn rates. 

Our expert Arnold gives a comprehensive breakdown of the study's findings, revealing that customers who engage with a service within the first few days are far less likely to churn over the years. We take a deep dive into the world of SaaS onboarding and explore key strategies to ensure a smooth and rapid hand-off from sales to customer success. We discuss the benefits of a 'quick start' playbook and examine the essential elements that make up an effective onboarding process. 

Finally, Jessica, our resident Customer Success guru, shares her invaluable insights and personal experiences in the field, further emphasizing the need for a balanced, swift, and thorough onboarding process. Tune in to discover how mastering these early stages of customer interaction can lead to 'golden results' in customer satisfaction and retention. 

In this episode, we delve into the world of Customer Success Management (CSM) and the unique challenges faced by professionals in early stage startups. Join us as we explore a thought-provoking Reddit thread where a user shares their frustration with the fractured nature of their CSM position within a B2C startup. We'll discuss the implications of role boundaries, communication breakdowns, and the importance of metrics in driving customer success. Don't miss out on this insightful discussion as we uncover valuable insights from the Reddit community on navigating the ever-evolving landscape of CSM in startup environments.

Link to Reddit thread