Mblaisdell - mblaisdell.com - the HotLine Magazine Archive

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The Data of Customer Success Management 8 Aug 2013 | 07:11 am

Properly equipped and led, a Customer Success Management team has access to a wealth of information about the customers they serve.  Which customers are proceeding up the desired adoption curve?  Who ...

Detecting the At-Risk SaaS Customer Relationship 18 Jun 2013 | 02:14 am

An old Country & Western song about lost relationships includes a funny line: “When the phone don’t ring, you’ll know it’s me.“  There is little to smile about, however, when the subject is lost incom...

Customer Success Management and Sales: A Question of Role and Relationship 15 Apr 2013 | 08:34 am

That your Customer Success Management team is going to have significant connections with the Sales group and role is a given.  Where the lines are drawn however,  varies widely and the political infig...

Justifying Your Customer Success Management Team Budget 28 Nov 2012 | 05:25 am

Cost justifying a customer success management team's budget can be a challenge, especially in the beginning. The key tasks of the first phase of a CSM team’s development are to understand and categori...

Staffing Levels for Customer Success Management Groups 24 Oct 2012 | 02:54 am

A common question keeps coming up in my conversations with SaaS/Cloud CxO’s all across the industry:  “How many Customer Success Managers does it take to keep customers from churning?”  The question a...

Mind The Gap: The Disconnection Between Customer Retention Strategy and Process 22 Sep 2012 | 04:18 am

There is one point upon which everybody is in full agreement about Customer Success Management.  The core strategic purpose of a CSM / group and program is to reduce churn.  Some companies go a step f...

The Technology of Customer Retention 4 Jul 2012 | 12:52 pm

One of the most well-represented sectors in the SaaS/Cloud lineup is the general group of technologies to automate and assist companies with everything up to the execution of a sales contract with a c...

The Technology of Customer Retention 4 Jul 2012 | 09:52 am

One of the most well-represented sectors in the SaaS/Cloud lineup is the general group of technologies to automate and assist companies with everything up to the execution of a sales contract with a c...

The Customer Success Management Video Series 30 Jun 2012 | 11:06 am

The CSM video series is a joint effort by DreamSimplicity and The HotLine Magazine, and there will be a new short video on various aspects of CSM published each week.  As each video is released, I’ll ...

The Customer Success Management Video Series 30 Jun 2012 | 08:06 am

The CSM video series is a joint effort by DreamSimplicity and The HotLine Magazine, and there will be a new short video on various aspects of CSM published each week.  As each video is released, I’ll ...

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