Mblaisdell - mblaisdell.com
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The Data of Customer Success Management 8 Aug 2013 | 04:11 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 17 Jun 2013 | 11:14 pm
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 | 05:34 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 | 02:25 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 23 Oct 2012 | 11:54 pm
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 | 01:18 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 | 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 Technology of Customer Retention 4 Jul 2012 | 06:52 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 | 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 ...
The Customer Success Management Video Series 30 Jun 2012 | 05:06 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 ...
