The ability of a CSM group to be effective is highly dependent upon the technology that is available to it. The starting point is the ability to track what customers are doing with the app; this is a must-have core element of the technology suite. With it, you can develop detailed profiles of your customer value tiers and identify behaviors you want to encourage. The technology is only the beginning. The data won't use itself. That's where the domain expertise of the CSM comes into play.
The Technology of Customer Retentionhttp://mblaisdell.com/?post=3528
The Metrics of Customer Success Managementhttp://mblaisdell.com/?p=2584
Mikael Blaisdell is the leading voice in the SaaS/Cloud sector on the strategy, process, people and technology of customer retention and increased per-customer profitability. Drawing upon the experience of more than 30 years in the support/service field, he provides a range of consulting services for SaaS/Cloud firms of all types and sizes, especially in the area of the emerging profession and practice of Customer Success Management. Publisher of The HotLine Magazine, Mikael's vision and commentary about how companies can optimize customer relationships is read in over 135 countries around the world.