Philipp Wolf

A round-up of customer success stories on how industry leaders measure ROI and best practices on calculating it individually for customer success managers.

New customer acquisition is extremely important for SaaS businesses at every stage of their life cycle, but particularly in the beginning. SaaS companies must grow quickly to succeed, more so than in other industries. A study by McKinsey found that if a software company grows at only 20%, there is a greater than 90% chance … Continued

New customer acquisition is extremely important for SaaS businesses at every stage of their life cycle, but particularly in the beginning. SaaS companies must grow quickly to succeed, more so than in other industries. A study by McKinsey found that if a software company grows at only 20%, there is a greater than 90% chance … Continued

80% of customers say the experience a company provides is as important as its products and services. Still, year after year, issues like difficult onboarding, support tickets, expired credit cards lead to an increase in churn and lower customer retention levels. In fact, every year, businesses around the world lose $62 billion due to bad … Continued

Shopify’s onboarding process should be an example for CSMs. After all, they wouldn’t have become the most popular e-commerce platform if they didn’t know how to keep their customers happy and churn levels to a minimum. They also know that Customer Success doesn’t just mean preventing your customers from churning. Every single step of the … Continued

As the world moves towards subscription-based software models, customer success job offerings are also on the rise. In fact, in the next 10 to 20 years, it’s predicted Customer Success Manager roles will grow by 560%. But how do you prepare for a job that up until recently didn’t even exist? Getting started can be … Continued