Top Behavioral Traits of a Successful Customer Success (CS) Person: A Guide for Hiring, Coaching and CS Success

In a true customer-centric business environment, Customer Success Managers (CSMs) play a pivotal role in ensuring long-term client satisfaction and retention. The cost of retaining an existing customer is significantly lower than acquiring a new one—research shows that it can be up to five times more expensive to bring in new customers. CSMs, therefore, are critical in maximizing customer lifetime value by fostering strong relationships and solving customer problems before they lead to churn. Beyond technical skills and knowledge of the product, successful CSMs must possess specific behavioral traits that help them build lasting client bonds and contribute to the…

0 Comments

Discovery Skills for Identifying the Root Cause of Churn Risks

When we hear the word “discovery,” it’s usually in the context of sales. But here’s the thing: Discovery is just as crucial for Customer Success—especially when working with existing customers. It’s a skill that often gets overlooked, and that’s a problem. Why Discovery is Critical for Customer Success When a client becomes a churn risk, the first thing you should do is conduct churn risk discovery to understand what’s really going on. But too often, this step gets skipped. Think about it: When a client hints at canceling or hesitates to renew, what happens? Panic mode! Suddenly, it’s all hands…

0 Comments

Annual Sales Planning: Navigating the Challenges of Revenue Projection

One of the biggest challenges for SaaS companies is accurately forecasting revenue for the next fiscal year. Whether it's from new logos or existing clients, projecting new business, renewals and expansions can be tricky, but it’s far from rocket science - we promise, it’s not as daunting as it seems once you understand what goes into quality annual planning. What it does require is reliable data, a clear methodology, and a realistic understanding of both internal capacity and market conditions. Effective sales planning is crucial for setting achievable revenue targets and aligning sales strategies., After all, leaders will make very…

0 Comments

The Power of Storytelling for Revenue Roles: Leveraging the PART Framework

In revenue-generating or revenue-enabling roles like sales, marketing, sales enablement, customer success, and account management, data and strategy are crucial. But what often gets overlooked is the power of storytelling—the ability to connect with prospects, customers, and stakeholders on a human level by presenting information in a way that resonates emotionally and logically. Whether you’re pitching a new product, nurturing a long-term relationship, demonstrating your product’s capabilities, or presenting quarterly results, storytelling can make your message more compelling and memorable. One of the most effective ways to structure a story is through the PART framework: Problem, Action, Results, and Trigger.…

Comments Off on The Power of Storytelling for Revenue Roles: Leveraging the PART Framework

Leveraging the PART Framework in Marketing Content

I have written quite extensively about our PART framework lately and how to leverage it for sales and customer success. In a recent conversation, I confided to a colleague of mine with a strong background in marketing and content development that content writing is quite an exhausting endeavor for me. I have lots of experience and lots of stories in my head, yet often I sit in front of a blank screen trying to figure out how to get started. How do I convey what is in my mind in a concise and meaningful way, in a written form, without…

Comments Off on Leveraging the PART Framework in Marketing Content