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5 Steps to a Premium Customer Success Program

Enterprise, SaaS, Strategy, Uncategorized / By

This is the first in a series of posts about designing, developing, and launching a premium success offering that generates revenue and other value for your company. It’s co-authored by industry veteran, Omid Razavi, PhD, and former executive at SAP/SuccessFactors and TSIA among others. Launching such services regularly is quickly becoming a core competency of successful companies and Customer Success teams. For younger companies, having premium success packages differentiates you from other scrappy startups; it also allows you to compete with larger competitors. For more mature SaaS companies, it can mean the difference between having the means to create new innovative services, as well as, being able to contribute to your company’s top-line revenue growth.

How Does a Customer Success Leader Manage Up?

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[et_pb_section admin_label=”section”][et_pb_row admin_label=”row”][et_pb_column type=”4_4″][et_pb_image admin_label=”Image” src=”https://practicingsuccess.com/wp-content/uploads/2016/10/PaulReeves-Management.jpg” show_in_lightbox=”off” url_new_window=”off” use_overlay=”off” animation=”fade_in” sticky=”off” align=”center” force_fullwidth=”on” always_center_on_mobile=”on” use_border_color=”off” border_color=”#ffffff” border_style=”solid”] [/et_pb_image][/et_pb_column][/et_pb_row][et_pb_row admin_label=”Row”][et_pb_column type=”4_4″][et_pb_text admin_label=”Text” background_layout=”light” text_orientation=”left” use_border_color=”off” border_color=”#ffffff” border_style=”solid”] This post is mostly a reminder to myself and an example of the importance of sharpening the saw of my management skills ala Stephen Covey. It could also be …

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Why Customer Success Owns Training

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[et_pb_section admin_label=”section”][et_pb_row admin_label=”row”][et_pb_column type=”4_4″][et_pb_image admin_label=”Image” src=”https://practicingsuccess.com/wp-content/uploads/2016/10/PaulReeves-Training.jpg” show_in_lightbox=”off” url_new_window=”off” use_overlay=”off” animation=”fade_in” sticky=”off” align=”center” force_fullwidth=”on” always_center_on_mobile=”on” use_border_color=”off” border_color=”#ffffff” border_style=”solid”] [/et_pb_image][/et_pb_column][/et_pb_row][et_pb_row admin_label=”Row”][et_pb_column type=”4_4″][et_pb_text admin_label=”Text” background_layout=”light” text_orientation=”left” use_border_color=”off” border_color=”#ffffff” border_style=”solid”] “If you don’t deliver revenue, you’re not sitting at the table,” confided my boss, the Customer Success leader for our company. She reported to the CEO and owned renewals …

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Vision or Visionary

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[et_pb_section admin_label=”section”][et_pb_row admin_label=”row”][et_pb_column type=”4_4″][et_pb_image admin_label=”Image” src=”https://practicingsuccess.com/wp-content/uploads/2016/08/Vision_header4.jpg” show_in_lightbox=”off” url_new_window=”off” use_overlay=”off” animation=”fade_in” sticky=”off” align=”center” force_fullwidth=”off” always_center_on_mobile=”on” use_border_color=”off” border_color=”#ffffff” border_style=”solid”] [/et_pb_image][/et_pb_column][/et_pb_row][et_pb_row admin_label=”Row”][et_pb_column type=”4_4″][et_pb_text admin_label=”Text” background_layout=”light” text_orientation=”left” use_border_color=”off” border_color=”#ffffff” border_style=”solid”] The on-call support phone rings once on my nightstand and slaps me awake. “Paul speaking, how can I help…?” I almost finish my sentence before I’m interrupted, “You changed …

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