Contents of an Awesome Customer Success Playbook

Customer Success has been clearly defined and what goes into Customer Success Management has been fully documented. But when it comes to certain aspects of Customer Success Management, there are still a few things that remain a bit mysterious to some. A great example of that is the concept of the Customer Success Playbook, the sports analogy-based workflows, processes, interventions, etc. – called “plays” – to run with the customers when something happens. I haven’t talked about Customer Success Playbooks much, and here’s why. While there are high-level Customer Success frameworks like those I use with my clients, the way we orchestrate and operationalize a Customer Success-driven Growth strategy is different enough across companies, products, and customer segments, that trying to create a one-size-fits-all Customer Success Playbook that works for all companies is never going to – or should never – happen. But my lack of coverage of this subject doesn’t mean
Continue reading "Contents of an Awesome Customer Success Playbook"

Customer Success: The Definitive Guide 2017

Customer Success is transformative. Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. Customer Success has its roots in the Software-as-a-Service (SaaS) world and my original definition was very much SaaS-centric. But since then, companies that are not SaaS, or even technology companies at all, have recognized the transformative power of Customer Success and embraced it as their new operating model. If you aren’t familiar with exactly how Customer Success is transformative, I’ll lay that out for you below in great detail in this guide. I don’t know what will happen with Customer Success in the next couple of years, but I wouldn’t be surprised if sometime down the road we’re no longer talking about “Customer Success” as a separate function within a business,
Customer Success Book Lincoln Murphy
lincoln-murphy-tsia
SaaS business model customer success
Continue reading "Customer Success: The Definitive Guide 2017"

SaaStr’s Top 6 Posts of 2016

2016 is finally coming to an end, and what a year it was. We’re taking a look back at the top six SaaStr posts from 2016. What were the biggest lessons learned? Best SaaS tips and advice? Find out below. 6. I Was Wrong. NPS is A Great Core Metric. Track NPS as a core, monthly metric.  Share it with everyone.  And importantly — use it for a cross-functional discussion across Sales, Support, Customer Success, Marketing, Engineering, and Product.  It’s the one metric all of them directly impact, and all of them are equally responsible for.” 5. The Difference Between Very, Very Good Founders. And Truly Great Founders. These are the founders I try to invest in. The ones that can see the future. For real. Much better than I ever could.” 4. At $50k in MRR, Running Out of Money Is No Longer an Continue reading "SaaStr’s Top 6 Posts of 2016"

Our Best Business Tips of 2016

This has been a huge year of growth and milestones for Groove. Here are the most popular lessons we’ve shared. In 2016, more than three million people visited this blog. Many of them read our posts, joined in on discussions in the comments, and shared our content with their networks all over the web. As we share our journey, we try to make every single post interesting, valuable and actionable for anyone who reads it. And we’ve published every single week since we launched this blog. But as you can expect, some posts don’t do that well. Many will get an “average” level of traffic. And some will hit all the right chords and be interesting and useful enough that they rise well above the rest of our content in traffic, engagement and shares. Those posts are below. If you haven’t been following along all year, I hope that this
Continue reading "Our Best Business Tips of 2016"

Our Best Business Tips of 2016

This has been a huge year of growth and milestones for Groove. Here are the most popular lessons we’ve shared. In 2016, more than three million people visited this blog. Many of them read our posts, joined in on discussions in the comments, and shared our content with their networks all over the web. As we share our journey, we try to make every single post interesting, valuable and actionable for anyone who reads it. And we’ve published every single week since we launched this blog. But as you can expect, some posts don’t do that well. Many will get an “average” level of traffic. And some will hit all the right chords and be interesting and useful enough that they rise well above the rest of our content in traffic, engagement and shares. Those posts are below. If you haven’t been following along all year, I hope that this
Continue reading "Our Best Business Tips of 2016"

Understanding Customer Success Management Compensation Models

Understanding Customer Success Management Compensation ModelsWhat’s the best Comp Model for Customer Success Managers (CSM)? How can I create a compensation model that drives the type of behavior we need? What percentage of CSM comp should be variable, and what impact should individual vs. org-level performance have on the variable piece of compensation? The more this comes up, the more I realize – especially when you’re first operationalizing Customer Success Management in your company, but very likely eventually – that when it comes to Customer Success, variable compensation is a red herring. You’re going to spend a lot of time on it even when you don’t need to. You – and your CSMs – have better things to do than worry about this… like actually making your customers successful. Let’s dig into this… This post assumes you have a clear understanding of Customer Success. If you have time, I’d suggest reading The 8 Elements of
Continue reading "Understanding Customer Success Management Compensation Models"

Determining the Number of Accounts per Customer Success Manager

This is otherwise known as, “How to Determine Customer Success Practitioner Coverage Ratios.” Initially, the question was “how many accounts should a Customer Success Manager (CSM) handle?” But people quickly realized that answers like “37 on the low end; 200 on the high end” weren’t actually helpful. Then, an ex-CEO-turned-VC with a strong content marketing machine, said a different thing that has, unfortunately, stuck: “1 CSM per $2M/ARR.” That’s not accurate, it never was, and it needs to stop being propagated. Here’s what to do instead… By the way, this post assumes you have a clear understanding of Customer Success. If you have time, I’d suggest that you read The 8 Elements of Customer Success Management or, if you’re quite busy, read Customer Success Management: An Executive Overview. Okay, so one of the main things that made that well-known-but-totally-wrong CSM coverage ratio obsolete is that…

Customer Success
Continue reading "Determining the Number of Accounts per Customer Success Manager"