7 Ways Education Services Fits into Customer Success

Posted by Maria Manning-Chapman on 11/8/16 5:00 AM

As more traditional businesses migrate to the cloud, they are quickly discovering what companies who were “born-in-the-cloud" have known for a while: you have to manage customer engagement to drive adoption, retention, and renewal. It's these three elements that led to the inception and growth of the customer success concept, but what exactly is customer success and what role can other service lines play in its execution? At TSIA, this is a question that is top of mind for many of our members. To provide some insight on how customer success relates to my specific area of research, education services, I'd like to provide an overview of the primary responsibilities of customer success and 7 ways education services can contribute to these activities.

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Topics: adoption services, customer success, education services, training, adoption, LAER, customer health score

5 Questions to Ask When Launching a Customer Success Program in an Established Enterprise

Posted by Nick Mehta on 9/28/16 5:00 AM

Starting about a decade ago, pure-play SaaS companies like Salesforce.com, Workday, and Box pioneered the concept of Customer Success Management (CSM). It was an organic solution to an inherent problem: since a large part of their revenue was up for renewal each year – and since customers typically had low friction to move – these vendors created CSM teams out of necessity with the objectives of driving Adoption, Expansion, and Renewal.

As mature enterprise companies move more of their products to subscription-based pricing (even if on-premise) and cloud-based delivery (in some cases), they are starting to launch CSM efforts out of the same need. Companies like Cisco, Adobe, and Red Hat have proven the impact of CSM at scale in large enterprise organizations. It's a no-brainer that Customer Success should be an important part of any company's transition to a subscription business model. Spinning up and scaling your CSM organization, however, isn't so straightforward; it requires unique and careful planning. 

Here are five questions to ask yourself on the front end of your transition:

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

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