Posts Under: Customer Success

Deciphering Customer Success: Making every move count

The impact a good customer success strategy and structure can have on an organization is monumental. Anticipating and understanding your customer needs and effectively communicating with the customer is absolutely critical in today’s customer driven world. But how do we do all of that effectively and efficiently? How do you create a customer centric culture? How do maintain those relationships at scale? What can data tell you about your customers? How does customer success fit into your organization, big or small? Do you fully understand your buyer’s perspective?

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Customer Journey Mapping – An Investment in Your Future

So many customers fail to really understand their customer’s journey. Many of us have case studies about our customers but case studies don’t tell the whole story. One of the best story telling tools we have is Customer Journey Mapping. It tells the story of the customer experience from initial contact, through the process of engagement and into the long-term relationship.

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SSD Executive Spotlight Series: Dhaval Moogimane, Partner, Waterstone Management Group

SIIA’s Executive Spotlight Series provides a look into some of the most successful executives in our industry. Hear how many of them got to where they are today, what is shaping their businesses and the industry today, and special advice they would give to others trying to grow a successful company. I recently sat down with Dhaval Moogimane, Partner at Waterstone Management Group. Dhaval brings over 18 years of business management and consulting experience that blends business strategy development, operations, and IT. Rajiv spent 10 years with PwC and KPMG (now BearingPoint) in senior practice management roles. Prior He brings in-depth expertise in the enterprise software, information services, technology device, and professional services industry. He specializes in helping technology companies capitalize on emerging trends, drive growth, and transform from a product-led to solutions-centric business. View the full interview in its entirety below.

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SSD Guest Post | ClientSuccess: 5 Best Practices to Build a Customer Success Journey Map

A guest post contributed by ClientSuccess. ClientSuccess is a customer success management platform that provides actionable insights, rich customer analytics, and best practices that will help you maximize the lifetime value of your customers. Follow ClientSuccess on Twitter @clientsuccess

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SSD Guest Post | Waterstone Management Group: How to Assess Your Customer Success Maturity

Check out this paper by Dhaval Moogimane, Partner, and John Zuk, Principal, where they outline Watersone’s Customer Success Maturity Model. The model was designed to help companies chart a course for and measure progress towards becoming a Customer Success-centric enterprise. It measures four key competencies—customer lifecycle, operating model, economic model, and enablement & scale—along three maturity levels: adopting, performing, and optimizing. more

SIIA New Member Interview: Waypoint Group

The SIIA is delighted to introduce one of the newest members to join SIIA’s Software & Services Division, Waypoint Group. Steve Bernstein, CEO & Co-Founder of Waypoint Group, and I sat down to discuss customer success and how their consulting work and SaaS platform have helped increase the rate of their customer’s profitable sales.  more

SSD Guest Post | Waterstone Management Group: Achieving Subscription Success Through Customer Journey Mapping

Today’s guest post was contributed by Waterstone Management Group. Waterstone is a boutique management consulting firm that helps technology companies and investors create measurable value by identifying and capitalizing on disruptive growth opportunities and by driving excellence in Services, Cloud and Customer Success. Follow Waterstone on twitter @WaterstoneMG, or sign-up for their quarterly newsletter to receive visionary insight. Subscription businesses are built around fostering continuous, long-term customer relationships. Ensuring your customer has a remarkable experience throughout the entire lifecycle is vital. To achieve an exceptional subscription-based customer experience, two golden rules of engagement must be followed. Check out this paper by Waterstone’s Dhaval Moogimane, Partner, and Steven Michalkow, Associate, in which they outline the two golden rules of customer engagement, the hurdles companies face in following them, and the power of customer jo ...

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