??? THE AUGUST ROUNDUP
Customer Success Collective
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Who owns renewals?
The world is full of age-old questions that continually spark, often heated, debates. But to tap into one of the biggest quandaries of the SaaS zeitgeist… who should own customer renewals? Should it be sales? Customer success? Account management? Or perhaps a specialist renewals role??
Do Customer Success Managers get a commission for expansion revenue?
There’s no disputing the significant shift customer success (CS) has had over the last few years; it’s become increasingly pivotal. This article delves into the critical role customer success plays in driving revenue, explores the nuances of account expansion ownership, and examines the compensation structures for these revenue-generating efforts.
Essential customer advocacy metrics your team must track
Steering through the tricky terrain of customer advocacy is all about mixing a bit of gut feeling with some serious number-crunching. The metrics we use are not just numbers on a page; they're the musical score that guides the orchestra, ensuring that each note resonates with precision and grace to create a captivating experience for our audience—our valued customers.
Do you need to demonstrate how your product provides value, without your customers having to meet with you?
Enter our QBR one-pager - your ultimate resource filled with essential data-driven insights and high-level updates to present to your customers. Grab yours today.
How customer success can drive revenue
Customer success ain't just about hugs and high-fives. It's a revenue-generating machine when done right. But how the heck do you actually drive growth from the CS function?
At the Customer Success Festival London, we caught up with Franca-Sofia Fehrenbach , Head of Customer Success at PlanRadar, for an in-depth chat on turning customer love into cold hard cash.
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320+ members joined the CSC community!
This month’s trending conversation was about enhancing our Voice of Customer (VoC) process.
?? Heidi Campbell wrote:
Hi all- I'm reaching out to seek your advice on enhancing our Voice of Customer (VoC) process, as we currently lack a structured approach. We’ve been logging tickets in Jira for our product teams, but it hasn’t proven sufficient in quantifying the need for specific updates, and unfortunately, feedback often doesn’t reach our CSMs or clients effectively
I’d love to hear if anyone has a successful process for collating product feedback from their CSMs that allows for easy identification of common requests and themes. Additionally, if you have any examples of slides or decks you use to present key findings, I would greatly appreciate it if you could share them.
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