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I started in HubSpot in 2009 and I’m now coming up on my 7-year anniversary. I alluded to how things were 7 years ago: 4 CSMs looking over 250 accounts. An individual CSM could be managing anywhere from 80-175 accounts, depending on the particular set of customers they are aligned with.
Customer Success was an unexplored area back during the 2008-2009 period of the global recession. If your customer’s account is about to expire, send out a personalized email requesting for renewal. Moreover, upselling is always easier among loyal customers. Analyze user behavior around the product.
Customer Success was an unexplored area back during the 2008-2009 period of the global recession. If your customer’s account is about to expire, send out a personalized email requesting for renewal. Moreover, upselling is always easier among loyal customers. Analyze user behavior around the product.
Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. Natural byproducts of this diagram’s formula are churn reduction, upselling, cross-selling, referrals, and acquisition cost reduction.
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