An Ideal Buyer and Ideal Customer are two different things, and that difference is often where friction between Sales and CS exists. Alan Armstrong of Eigenworks tells the story of how BizLibrary clearly defined their Ideal Customer through in-depth churn analysis.
Customer success programs lead companies to higher profit, constant growth, and retention. Andy Mura of Userlane tells us the current status of customer success in SaaS companies and what that has to do with Japanese restaurants.
While it appears that all men must die on Game of Thrones, not all customers must churn. Mathilde Augustin of Amity knows that the battle against churn is not easily won, but Customer Success Managers are constantly arming themselves.
As a Customer Success Manager, you may get asked often by friends and family what a CSM does. We're often so deep into our role that we don't always have the best way to describe what we do at a high level. Adam Rogers of Sales Hacker give us the clear overview to help us communicate the big picture.
In Other News: Do you think Americans spend more money on books, music, or video games? Trick question (sorry), the answer is lottery tickets, which we spend more on than the other three, and more, combined.
This newsletter is curated byAlex Bakula-Davisfor your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line!