Stay in the latest updates. Get the latest tips and advice delivered straight to your inbox. Email Ellis Luk | June 4, 2012 | Customer Success Managers: At The Frontline Of Lifecycle Marketing In the days of the enterprise era, the burden of getting value from a purchase was totally on the customer. After purchasing a service, they would probably not be contacted again until it was time for a renewal. Data collected from their ongoing interactions with the provider via sales, marketing, support, usage, etc., was all over the place and made it difficult to paint a full picture to properly nurture the customer relationship. Along came SaaS companies that changed the landscape of how customers interacted with online services. “We can’t take the money and run,” said speaker Mikael Blaisdell at our Boston Customer Success Meetup. Today’s customers are self-sufficient and can access services on demand, self-service without talking to a sales rep – but are we paying attention to their usage behaviors to really maximize their success? One key takeaway regarding the future of customer success management is to unify all departments except sales to exchange knowledge and create a body of awareness of what’s going on in the customer base. From sales to customer support, there are scattered, missed signals that are crucial to customer health that could easily be addressed using the right customer management tools. More than tools, it’s important to recognize the importance and best practices for customer success because after gaining your user base, it’s up to the customer success managers to nurture and retain them. (Interesting fact: About 80-90% of revenue for subscription-based models comes from existing customers.) A quick shout out to our friends at Metratech for hosting and catering this meetup and thanks to Mikael for his insightful presentation on where he thinks the Customer Success Management role is going. Missed our last meetup? We’ve got another one coming soon in Seattle – stay tuned for details. Popular Posts A day in the life of a Customer Success Manager: What do they do? 15,902 views The difference between Customer Success Managers and Account Managers 12,963 views Your 90 day plan as a new VP of Customer Success 5,518 views Ellis Luk I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello! You might also like You might also likeTen Reasons Your Organization Needs Totango, the Leader in Customer Success ManagementGrowth Hacking with User BehaviorCustomer Success – The Farming Paradigm (With Gifs!) BACK TO BLOG | NEXT ARTICLE Let's stay in touch! We’re passionate about customer success. Sign up to get the latest in thought leadership and to follow our adventures.