Phil Nanus

Recent Posts

Customer Success: 5 Frequently Asked Questions

Posted by Phil Nanus on 2/10/17 5:00 AM

With subscription-based XaaS business models on the rise, more technology companies are realizing just how important it is to maintain good relationships with their customers if they're to secure a solid recurring revenue stream. To do this, they are shifting their primary focus away from their products and onto the customer by helping them achieve their desired business outcomes with their products and services in an initiative known as " customer success." In this post, I'm going to go over some of the basics of this concept by answering some of the more common questions around customer success, as well as provide additional resources that you and your organization can use to see how customer success fits into your daily operation.
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Topics: customer success, adoption, LAER, customer success manager

3 Skills to Look for When Hiring a Customer Success Manager

Posted by Phil Nanus on 8/31/16 7:04 AM

When exploring Glassdoor, LinkedIn, Indeed or any broad collection of job boards, it is hard not to take notice of the increasing volume of Customer Success Manager (CSM) jobs that are available in the marketplace today. A recent Glassdoor job search for “Customer Success Manager” in the United States yielded close to 6,000 jobs. Additionally, one of my top inquiry requests from TSIA members has been focused on establishing Customer Success organizations and the capabilities and skills needed to staff them. To address this topic, I'd like to share with you three of the top skills you'll want to look for when hiring a Customer Success Manager for your organization.

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Topics: customer success, customer success manager

3 Steps to Determining Your Customer Health Score

Posted by Phil Nanus on 6/30/16 6:30 AM

Customer health scores are a great way to get an indicator of potential customer churn. While every company calculates theirs differently, the important thing is to have a health score methodology that helps your company align your customer success processes with the outcomes you're trying to drive with your customer base. However, if you're not using a health score calculation method that uses predictive analytics, you're falling behind many customer success pacesetters. In this post, I'm going to walk you through a 3-step approach to calculating a customer health score that aligns with your customer success organization's charter using predictive analytics.

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Topics: customer success, customer outcomes, customer churn, LAER, customer health score

Top Customer Success Takeaways from Gainsight Pulse 2016 and TSW San Diego

Posted by Phil Nanus on 5/24/16 6:30 AM

Earlier this month, I had the opportunity to attend the Technology Services World (TSW) conference hosted by TSIA, and the Pulse conference hosted by Gainsight. Between the many keynotes, breakout sessions, and discussion with attendees, I've put together a quick list of the top four themes I heard from the two conferences that I'd like to share with you as TSIA's new VP of customer success research

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Topics: customer success, Technology Services World Conference

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