Customer success can drive real value for your customers, but the pitfalls to getting there can be many. MarketSource’s Director of Customer Success Jeff Heckler spoke with customer success leaders of three global enterprises about which ones to avoid and how they...
A silo mentality can prevent your company from realizing a unified vision, deter you from your goals, and—worst of all—damage the customer experience. A surefire remedy you might not have considered? Customer success. Customer success principles—if they pervade your...
If you already have a customer success practice, you may be doing a good job managing your largest, most strategic accounts. Meanwhile, the rest of your customers—those “long tail” or “C” accounts that represent as much as 80% of your customer base—are churning. Maybe...
Customer journey maps allow you to codify, track, and adapt to those nuanced interactions, those between-the-lines moments that can make or break your customer relationship. They can also help you pinpoint opportunities to over-deliver on the customer experience....
As a customer success pro, customer segmentation is a powerful tool in your arsenal. By organizing your customers into distinct groups based upon shared characteristics, you can gauge and respond to their needs in strategic ways that help them get the most out of your...
During the pandemic, acquiring net new logos was challenging, if not impossible, for many companies. Losing existing clients meant losing a significant revenue stream, which they couldn’t afford. Nimble, forward-thinking companies quickly shifted their focus—to their...
