What does a customer success manager do?

Let’s start at the beginning.

Customer success is vital to a company’s growth because customers are the ones that bring revenue. Although more popular in high-tech sectors, like SaaS product development or cloud services, the customer success manager (CSM) role is gaining more and more popularity in other businesses as well.

But you may be asking, what does a customer success manager even do?

A CSM’s role revolves around making sure customers get their desired outcomes while using the service/product, thus prolonging their life cycles.

In this Process Street article, I will walk you through a customer success manager’s tasks, from onboarding and training the customers, to reducing churn, dealing with critical events, getting and analyzing feedback from customers, and so on.

Read on to get a full 360-view of what the CSM role entails and why it’s so important for a company:

• CSM responsibilities: Customer onboarding
• CSM responsibilities: Collecting & analyzing customer feedback
• CSM responsibilities: Maintaining customer success
• CSM responsibilities: Customer offboarding

Let’s jump right in!
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We love process documentation.

But what is a process, exactly? Technically speaking, you can boil just about anything down to a process. Here are a few examples of some processes that you might find in your everyday life.

• Hiring or firing someone
• Conducting a meeting
• Creating a weekly blog post
• Cooking a meal
• Pouring a glass of milk

Everything is a process, but some are certainly more straightforward than others. Either way, document all of them! Well, maybe not the glass of milk one…

For the rest, let’s look at some process documentation best practices:

• Why do I need to document my company’s processes?
• How do I start documenting a process?
• Share your process documentation

Alright, so your most recent marketing campaign has generated a ton of interest among your target consumers.

You’ve seen a huge spike in web traffic, mailing list subscribers, and your social media following.

But, despite all this, you still aren’t seeing much of an increase in the area that really matters:

Sales numbers.

It’s a disheartening feeling, for sure – especially considering how high your hopes were after seeing such a huge spike in traffic and engagement.

If it’s any consolation, you’re not alone.

According to data collected by HubSpot, 79% of marketing qualified leads never end up converting. In other words, nearly four of every five people who show a genuine interest in a given brand end up walking away without making a purchase from said company.

Now, one of the main reasons this number is so high is because many companies implement sub-par strategies for nurturing these qualified leads – if they implement lead-nurturing strategies at all.

On the bright side of things, this means that if you focus heavily on nurturing your qualified leads, you’ll almost definitely be doing more than your competitors are in terms of providing value to your target customers.

In this article, we’re going to focus on how to use email workflows as part of your marketing strategy to nurture leads and increase their probability of converting into paying customers.

Before we get into the best practices for creating automated email workflows, we first need to explain exactly what email workflows are, and how using them can benefit your company.

Let’s get started.

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Keeping everyone on the same page in your business is easy with today’s technology. Using cloud-based calendars, you can have everyone synced up all the time from any device. In this post, I will go through our favorite setups to ensure your team never misses a meeting again.

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Do you want to make your workflows look more on-brand?

Now you can!

With Process Street’s powerful custom branding feature, you’ll be able to create amazing workflows that conform to your brand image. 

You can also improve legibility by designing useful visual aids for your workflow branding.

And Process Street will help you do that.

Let me show you how.

This is a guest post from Oren Greenberg, a growth marketer and founder of the Kurve consultancy in London. He helps startups and corporate innovation projects scale using digital channels. He has written for leading marketing blogs and has been featured in the international press.

A business is an abstract entity, which is brought to life by its people. Every team member has a part to play in representing their organization – not in the sense of blindly flying the flag or sacrificing their own identity, but in the sense of owning their area of expertise and sharing their deepest knowledge.

These days, it’s normal for a business leader to build their own personal brand. These are the “thought-leaders” we hear about so often. But I believe that too many organizations stop here, and miss the chance to create a team of people who all have strong personal brands.

In turn, I believe this limits the opportunity to build credibility, reliability, and authority – three of the key considerations for B2B buyers.

So, the tactics I discuss in this Process Street article are designed to apply to team members at every level of the hierarchy. They are suitable for business leaders, but also for executives and junior staff.

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Marketing your product to a wide audience is a real challenge for many businesses. Acquisition costs can be high and effective optimization of approach requires bucketloads of data.

According to research from Aberdeen Group, users of marketing automation software are 17 times more likely to track all their data than those who don’t employ these platforms. This drives improvement and is one of the primary reasons that users of marketing automation decrease customer acquisition costs year on year at over twice the rate of their competition.

Modern marketing methods mean that multiple in-depth campaigns can be run without all the unnecessary administration and time-consuming efforts of the past.

There are many automation tools to choose from on the market and in this article we’ll run through 10 of the best, giving you a breakdown of what each offers.

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Business systemization gained notoriety from the bestselling book by Michael E. Gerber, published in 1986, The E-Myth – Why most businesses don’t work and what to do about it. In 2011, this groundbreaking book was named the number 1 business book of all time by The Wall Street Journal. In The E-Myth (Entrepreneurial Myth) Gerber explains how businesses are usually started by those who know the content of a business – so-called “Technicians”, people who know how to do the technical work involved in an enterprise – rather than by those who know business itself – so-called “Entrepreneurs” – and why start-ups are therefore by definition prone to failing.

In order for a company or business to thrive, it must move beyond relying on the so-called “Technician” who is now also the company owner. Gerber uses the franchise model to demonstrate how a business does this: Franchises are prototype businesses that are operated in terms of well-documented systems, i.e., there are manuals describing in minute detail how to run the business. Gerber argues that the entrepreneur should spend time creating a business that can run by itself, without the presence of the entrepreneur, and this is achieved through business systemization.

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A proposal has a lot of different purposes, but there’s only one good way to write one: the way that pulls together all of the information in a concise and persuasive way and helps you get what you want … whether that’s a whole new software system, or just a tweak to your marketing strategy.

This Process Street article isn’t about a business proposal — also known as a quote — but instead about the document required when formally pitching an idea for action and execution by managers or department heads.

To explain how to write a proposal document and get what you want, we’ll go through the following:

• Free proposal writing template
• When are proposals necessary?
• Why are proposals important?
• Examples of proposals
• How to write a proposal: step-by-step
• Last steps before submitting the proposal
• More free proposal writing checklists
• Even more free proposal writing checklists
• Customize your proposal checklists with Process Street

Let’s get started.
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Every few months, the idea of the four-day workweek starts trending. And it’s not just making the rounds on TikTok, Twitter, and Reddit. Big publications like Forbes and Time also frequently cover the topic.

As more and more countries introduce bills advocating for the 4-day workweek and as more and more studies show the benefits of it, the clearer it becomes that this is not going anywhere anytime soon.

But why is that? Is the four-day workweek as good as people are saying? Is it something companies need to start adopting?

In this post, we will discuss:

• What is the four-day workweek?
• Where did the four-day workweek come from?
• Pros of the four-day workweek
• Cons of the four-day workweek
• Why you’re going to keep hearing about the four-day workweek