6 Steps to Bottoms Up Capacity Planning for Customer Success

A common question that I get asked is how to conduct capacity planning for Customer Success Managers. It’s a great question to be asking and something that all CS leaders should be thinking about. I also almost always get asked a follow-up question on this topic: “I’m told that an industry best practice is that each CSM should be managing $2 million in ARR. Is this a good rule to follow?" I’m glad to be asked about this, and I will share my thoughts (based on my experience) a little further in this post. First, I am going to share…

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April 3, 2024

7 Steps your Churn Analysis Might Be Missing

In the past year, have you wondered why your churn analysis is inaccurate when, once upon a time (pre-2023/24), your churn analysis was pretty reliable? If so, you aren't alone. Misguided and inaccurate churn analysis has contributed to businesses' overall challenge in forecasting accurate revenue numbers. Often, a churn analysis consists of a basic analysis based on historical churn data, which would then be extrapolated to get forecasted churn results. In 2021 and 2022, this may have been sufficient, but with so many changes in the economy and SaaS industry, this approach is showing its flaws. When you do a…

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February 20, 2024

Customer Success

4 Ways to Grow Revenue Through Customer Success

We often talk about Customer Success being a revenue engine at WnTD. When Customer Success is delivered and executed against a well thought out customer success strategy that is driven from the top-down, the impact can be massive revenue growth. If you've been following our blog or following us on LinkedIn you've likely seen that last sentence before and you'll see it again. We want to continually convey that Customer Success = Revenue (when done right and when customer success best practices are followed). But let's talk about ways your organization and CS team can make this a reality. Revenue…

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June 19, 2019

Customer Success

Customer engagement: Context, meaning, and measurement

This post originally appeared on Zdnet. It was written by Elizabeth MacAulay-Italiano and published by Paul Greenburg. The post, including Paul Greenburg’s introduction, is exactly as it appeared in the original publication.

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April 24, 2019

Customer Success

15 Tips For Churn Prevention

Customer Success teams may operate in different ways depending on their strategy and customer base, but one thing all Customer Success teams have in common (or at least should have in common) is that they all aim to prevent and decrease churn. Some organizations will say that their goal is to achieve negative revenue churn (which is when your expansion revenue is greater than your churned revenue) but it’s difficult to achieve this if you aren’t focused on how to prevent churn in the first place. There are two sides to the conversation on churn. Preventing churn and fighting churn…

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March 27, 2019

This post originally appeared on Zdnet. It was written by Elizabeth MacAulay-Italiano and published by Paul Greenburg. The post, including Paul Greenburg’s introduction, is exactly as it appeared in the original publication.

Thank you!