More articles written by Irina Vatafu
Customer Success Articles
Top Things You Cannot Do in Customer Success with a CRM
The relationship between account management, sales, and success has become significantly more well-defined in recent years. Consequently, so …
Best Practices
How to Analyze Customer Needs and Meet Them
A customer needs analysis can offer you a treasure trove of information. It can also lead you astray. …
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Best Practices
CSM’s Guide to Creating a Joint Success Plan
Joint success plans are becoming more and more popular. But are they just another buzzword or something you …
SaaS Metrics
How to Calculate and Increase Your Customer Growth Rate
In customer success, we tend to look a lot at churn, retention, and revenue growth, but we often …
Best Practices
How to Use Customer Scorecards to Measure Customer Success
When your customer base is growing exponentially, it feels like you’re juggling plates. One misstep and everything comes …
Roundtable
Managing Customer Escalations: How CS Leaders Handle Complex Interactions
Before we talk about customer escalations, let’s take a step back. Ask yourself: what customer service quality do …
Best Practices
Master Customer POCs: Definition, Steps, and Successful Examples
When a customer is on the fence about a purchasing decision, particularly when it comes to high-touch SaaS …
Best Practices
The CSM’s Guide to FTUE (First-Time User Experience)
Today, we’re going to look at how first-time user experience, of FTUE, can affect SaaS users’ engagement and …
SaaS Metrics
Net Revenue Retention: What It Is and How to Calculate It
So many customer success teams today live under constant pressure to up the company’s revenue – with net …
Customer Success Articles
The Customer Success Playbook for Beginner CSMs
When you’re starting out in customer success, it can feel like behind any door you open hides a …
Customer Success Articles
What Is Customer Enablement? Effective Strategies and Programs
Customer enablement isn’t simply support with a fancy twist. It’s a sustained business function determined to empower customers, …
Customer Success Articles
Using Churn Data to Improve Sales Prospecting and Qualification
Within SaaS, there’s almost always a natural divide between CS and Sales. Take an average Salesperson and ask …
Tools
Best Client Success Software Stack by Budget Level
The range of software tools available in client success can be overwhelming, expensive, and it can drag down …
Customer Success Articles
What Is Customer Success? Comprehensive Definition, Analysis & Overview
What is customer success, and why is it important? In this article, I’ll dive into the essence of …
Customer Success Articles
Key takeaways from our first event with the CS Community in Romania – CS Bites & Bonds
On July 9th, 2024, I had the pleasure of participating in a fantastic event – our first CS …
Tools
Best Free and Paid Customer Success Tools Every CSM Should Use
Customer success managers have a lot of responsibilities. According to a recent study, 48% of CSMs surveyed said …
Customer Success Articles
How an Upskilling Strategy Can Level Up Your CSMs
There’s no need to beat around the bush – SaaS is changing. We’re seeing it all around us. …
Customer Success Articles
How to Build a Churn Prediction Model that Works
Our lives in customer success are in a constant state of guesstimating our customers’ sentiment as to our …
Customer Success Articles
CSP: The Catalyst for Customer Success in SaaS
Amidst the chaos of Google Sheets reports and CRM clutter, lies the catalyst for customer success in your …
Guides
The guide to product adoption and why CSMs need to care
What makes a SaaS successful? Is it the glorious reviews? The buzz the product created when it first …