The SaaS Founder’s Journey – What Matters At Each Stage

As anyone involved with startups will tell you, focus is key to success. But, it can be very hard when there is a huge overload of topics clamoring for a startup CEO’s attention. In order to achieve the necessary focus and understand what you need to accomplish to ensure success/survival, you need to truly understand...

Bridge Group 2017 SaaS AE Metrics Report

Since 2007, The Bridge Group has tracked the Account Executive (AE) role and gathered data on how metrics and compensation change over time. We’ve partnered together to publish the 2017 SaaS AE Metrics Report and offer sales organizations a set of benchmarks to compare themselves against industry standards. This report offers specific analysis and recommendations based...

Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017

On Friday May 19th, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below, along with the questions that were asked and my answers. Yep, if you don’t want to watch or listen, no problem! I got the entire AMA transcribed (and cleaned it up a bit for readability, added links, etc.) and posted that below. I answered 13 questions in great detail. Follow me on Facebook so you can find out the next time I do one.

Table of Contents

Here’s the list of questions I covered in this AMA:
  1. Should Sales or Customer Success handle Upsells?
  2. How do we help our salespeople with Customer Segmentation?
  3. How to incorporate High/Low/No Touch into Onboarding?
  4. How do I target my customers when they’re not online?
  5. What if our customers don’t like technology?
  6. What’s the best way to define roles?
  7. Continue reading "Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

Customer Success: High/Low/No Touch Customer Segmentation

The traditional Customer Success method of simply looking at what a customer pays us and giving them a particular level of ‘touch’ is old and outdated. It’s time to logically segment customers based on Appropriate Experience (AX). For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

How to implement High/Low/No-touch Segmentation?

Do other companies segment their customers between high touch/low touch, and if so, what is their criteria? It’s funny when I talk to a company about their Customer Success, I can almost always tell where they learned about Customer Success. And it’s usually a software vendor that they’ve learned from. And you can tell based on the language they use which one it is. And a
Continue reading "Customer Success: High/Low/No Touch Customer Segmentation"