Field notes and playbooks on customer health, churn prevention, and expansion revenue, for the teams who own the number.
Every guide to handling an angry client is a tips list with nothing behind it. The service recovery research says something less comfortable. Handling a complaint well makes customers feel better about the complaint, and does not reliably make them stay.
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Every customer success tech stack guide is written by a company selling one of the layers. We measured it instead, from the job posts of companies hiring customer success teams. The CRM is named more than twice as often as a dedicated platform, and most teams show no sign of anyone to run one.
Read moreEvery guide gives you the same definition and it settles no argument you are actually having. ARR is not an accounting standard, so the ambiguous cases have no authority to appeal to. Here are the seven decisions that determine whether your number is right, and what to write down.
Read moreCustomer education is the content. Customer enablement is the coordination of it. Across 67 software companies hiring now, only 11 of 47 enablement openings are customer-facing, and employers say enablement ten times for every once they say education.
Read moreSwitching from ChurnZero starts with a cost nobody mentions at renewal: the REST API is a paid add-on, and without it the complete route out is closed. Here is what the API exposes object by object, what it will not give up, and what the move actually costs in time.
Read moreOnboarding is taking too long because nobody is accountable for the date. Across 76 live Customer Success Manager postings, not one mentions go-live. Here is why the date moves, the signals that arrive weeks before it does, and the five moves that recover one already running late.
Read moreEvery account prioritisation framework assumes your book is a normal size. Across 107 live customer success and account management postings, four say what that size is, and they range from 25 accounts to 200. A method built for 30 does not survive 200. Start by knowing which job you have.
Read moreThe standard line is that customer success owns the outcome and account management owns the revenue. Across 31 Account Manager and 76 CSM postings, expansion appears in both and so do renewals. What actually separates them is commercial authority, and one question settles the structure.
Read moreNot one customer success outsourcing firm publishes a rate. Two have pricing pages with no figures, one returns a 404. The in-house side is published by law. Here is what each kind of CS work costs, and which of it survives being handed over.
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