If you’re in Customer Success, and more specifically, in B2B SaaS, you’ll want to take a look at the Customer Maturity Index compared to health scores. Tom Maxwell of Practice Ignition and his team have adopted it as the fundamental methodology that underpins their CS processes.
When business goals are constantly evolving, it’s difficult to predict which roles your employees can strive for. As a newer department, Customer Success doesn't have as clear career paths as more established orgs like Sales or Marketing. Calendly has some tips for planning your team's growth.
There’s no doubt that “customer experience” is one of the hottest topics in business today. Don Peppers has evidence that a better CX not just to increased customer satisfaction, but to reduced operating costs and improved sales.