CINXE.COM

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"> <html xmlns="http://www.w3.org/1999/xhtml" lang="en-US" xml:lang="en-US"> <head profile="http://gmpg.org/xfn/11"> <meta http-equiv="Content-Type" content="text/html; charset=UTF-8" /> <meta name="viewport" content="width=device-width, initial-scale=1.0"/><script type="text/javascript"> /* <![CDATA[ */ (()=>{var e={};e.g=function(){if("object"==typeof globalThis)return globalThis;try{return this||new Function("return this")()}catch(e){if("object"==typeof window)return window}}(),function({ampUrl:n,isCustomizePreview:t,isAmpDevMode:r,noampQueryVarName:o,noampQueryVarValue:s,disabledStorageKey:i,mobileUserAgents:a,regexRegex:c}){if("undefined"==typeof sessionStorage)return;const d=new RegExp(c);if(!a.some((e=>{const n=e.match(d);return!(!n||!new RegExp(n[1],n[2]).test(navigator.userAgent))||navigator.userAgent.includes(e)})))return;e.g.addEventListener("DOMContentLoaded",(()=>{const e=document.getElementById("amp-mobile-version-switcher");if(!e)return;e.hidden=!1;const n=e.querySelector("a[href]");n&&n.addEventListener("click",(()=>{sessionStorage.removeItem(i)}))}));const g=r&&["paired-browsing-non-amp","paired-browsing-amp"].includes(window.name);if(sessionStorage.getItem(i)||t||g)return;const u=new URL(location.href),m=new URL(n);m.hash=u.hash,u.searchParams.has(o)&&s===u.searchParams.get(o)?sessionStorage.setItem(i,"1"):m.href!==u.href&&(window.stop(),location.replace(m.href))}({"ampUrl":"https:\/\/sixteenventures.com\/customer-onboarding-process?amp=1","noampQueryVarName":"noamp","noampQueryVarValue":"mobile","disabledStorageKey":"amp_mobile_redirect_disabled","mobileUserAgents":["Mobile","Android","Silk\/","Kindle","BlackBerry","Opera Mini","Opera Mobi"],"regexRegex":"^\\\/((?:.|\\n)+)\\\/([i]*)$","isCustomizePreview":false,"isAmpDevMode":false})})(); /* ]]> */ </script> <meta name='robots' content='index, follow, max-image-preview:large, max-snippet:-1, max-video-preview:-1' /> <style>img:is([sizes="auto" i], [sizes^="auto," i]) { contain-intrinsic-size: 3000px 1500px }</style>  <title>Design and Implement an Effective Customer Onboarding Process</title> <meta name="description" content="Customer Onboarding is a widely discussed, yet often misunderstood, phase of the customer lifecycle. Change that last part with this article." /> <link rel="canonical" href="https://sixteenventures.com/customer-onboarding-process" /> <meta property="og:locale" content="en_US" /> <meta property="og:type" content="article" /> <meta property="og:title" content="Design and Implement an Effective Customer Onboarding Process" /> <meta property="og:description" content="Customer Onboarding is a widely discussed, yet often misunderstood, phase of the customer lifecycle. Change that last part with this article." /> <meta property="og:url" content="https://sixteenventures.com/customer-onboarding-process" /> <meta property="og:site_name" content="Customer-centric Growth by Lincoln Murphy" /> <meta property="article:publisher" content="https://www.facebook.com/sixteenventures" /> <meta property="article:published_time" content="2020-08-18T23:35:15+00:00" /> <meta property="article:modified_time" content="2023-10-08T23:08:33+00:00" /> <meta property="og:image" content="https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard.jpg" /> <meta property="og:image:width" content="2000" /> <meta property="og:image:height" content="1125" /> <meta property="og:image:type" content="image/jpeg" /> <meta name="author" content="Lincoln Murphy" /> <meta name="twitter:card" content="summary_large_image" /> <meta name="twitter:creator" content="@lincolnmurphy" /> <meta name="twitter:site" content="@lincolnmurphy" /> <meta name="twitter:label1" content="Written by" /> <meta name="twitter:data1" content="Lincoln Murphy" /> <meta name="twitter:label2" content="Est. reading time" /> <meta name="twitter:data2" content="5 minutes" /> <script type="application/ld+json" class="yoast-schema-graph">{"@context":"https://schema.org","@graph":[{"@type":"WebPage","@id":"https://sixteenventures.com/customer-onboarding-process","url":"https://sixteenventures.com/customer-onboarding-process","name":"Design and Implement an Effective Customer Onboarding Process","isPartOf":{"@id":"https://sixteenventures.com/#website"},"primaryImageOfPage":{"@id":"https://sixteenventures.com/customer-onboarding-process#primaryimage"},"image":{"@id":"https://sixteenventures.com/customer-onboarding-process#primaryimage"},"thumbnailUrl":"https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard.jpg","datePublished":"2020-08-18T23:35:15+00:00","dateModified":"2023-10-08T23:08:33+00:00","author":{"@id":"https://sixteenventures.com/#/schema/person/e4ebf136d66ed125655b281ff644752b"},"description":"Customer Onboarding is a widely discussed, yet often misunderstood, phase of the customer lifecycle. Change that last part with this article.","breadcrumb":{"@id":"https://sixteenventures.com/customer-onboarding-process#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https://sixteenventures.com/customer-onboarding-process"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https://sixteenventures.com/customer-onboarding-process#primaryimage","url":"https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard.jpg","contentUrl":"https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard.jpg","width":2000,"height":1125},{"@type":"BreadcrumbList","@id":"https://sixteenventures.com/customer-onboarding-process#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://sixteenventures.com/"},{"@type":"ListItem","position":2,"name":"Customer Onboarding: How to Design and Implement an Effective Onboarding Process"}]},{"@type":"WebSite","@id":"https://sixteenventures.com/#website","url":"https://sixteenventures.com/","name":"Customer-centric Growth by Lincoln Murphy","description":"Growth-oriented Customer Success","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https://sixteenventures.com/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https://sixteenventures.com/#/schema/person/e4ebf136d66ed125655b281ff644752b","name":"Lincoln Murphy","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https://sixteenventures.com/#/schema/person/image/","url":"https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=96&d=mm&r=g","contentUrl":"https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=96&d=mm&r=g","caption":"Lincoln Murphy"},"description":"I invented Customer Success. I focus primarily on Customer Engagement. Learn more about me here.","sameAs":["http://sixteenventures.com","https://www.instagram.com/lincolnmurphy/","https://www.linkedin.com/in/lincolnmurphy/","https://x.com/lincolnmurphy"],"url":"https://sixteenventures.com/author/lincoln"}]}</script>  <link rel='dns-prefetch' href='//widgetlogic.org' /> <link rel="alternate" type="application/rss+xml" title="Customer-centric Growth by Lincoln Murphy » Feed" href="http://feeds.feedburner.com/SixteenVentures" /> <script type="text/javascript"> /* <![CDATA[ */ window._wpemojiSettings = {"baseUrl":"https:\/\/s.w.org\/images\/core\/emoji\/15.0.3\/72x72\/","ext":".png","svgUrl":"https:\/\/s.w.org\/images\/core\/emoji\/15.0.3\/svg\/","svgExt":".svg","source":{"concatemoji":"https:\/\/sixteenventures.com\/wp-includes\/js\/wp-emoji-release.min.js?ver=6fe61620effd5dbf33d4394e5a9571a4"}}; /*! This file is auto-generated */ !function(i,n){var o,s,e;function c(e){try{var t={supportTests:e,timestamp:(new Date).valueOf()};sessionStorage.setItem(o,JSON.stringify(t))}catch(e){}}function p(e,t,n){e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(t,0,0);var t=new Uint32Array(e.getImageData(0,0,e.canvas.width,e.canvas.height).data),r=(e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(n,0,0),new Uint32Array(e.getImageData(0,0,e.canvas.width,e.canvas.height).data));return t.every(function(e,t){return e===r[t]})}function u(e,t,n){switch(t){case"flag":return n(e,"\ud83c\udff3\ufe0f\u200d\u26a7\ufe0f","\ud83c\udff3\ufe0f\u200b\u26a7\ufe0f")?!1:!n(e,"\ud83c\uddfa\ud83c\uddf3","\ud83c\uddfa\u200b\ud83c\uddf3")&&!n(e,"\ud83c\udff4\udb40\udc67\udb40\udc62\udb40\udc65\udb40\udc6e\udb40\udc67\udb40\udc7f","\ud83c\udff4\u200b\udb40\udc67\u200b\udb40\udc62\u200b\udb40\udc65\u200b\udb40\udc6e\u200b\udb40\udc67\u200b\udb40\udc7f");case"emoji":return!n(e,"\ud83d\udc26\u200d\u2b1b","\ud83d\udc26\u200b\u2b1b")}return!1}function f(e,t,n){var r="undefined"!=typeof WorkerGlobalScope&&self instanceof WorkerGlobalScope?new OffscreenCanvas(300,150):i.createElement("canvas"),a=r.getContext("2d",{willReadFrequently:!0}),o=(a.textBaseline="top",a.font="600 32px Arial",{});return e.forEach(function(e){o[e]=t(a,e,n)}),o}function t(e){var t=i.createElement("script");t.src=e,t.defer=!0,i.head.appendChild(t)}"undefined"!=typeof Promise&&(o="wpEmojiSettingsSupports",s=["flag","emoji"],n.supports={everything:!0,everythingExceptFlag:!0},e=new Promise(function(e){i.addEventListener("DOMContentLoaded",e,{once:!0})}),new Promise(function(t){var n=function(){try{var e=JSON.parse(sessionStorage.getItem(o));if("object"==typeof e&&"number"==typeof e.timestamp&&(new Date).valueOf()<e.timestamp+604800&&"object"==typeof e.supportTests)return e.supportTests}catch(e){}return null}();if(!n){if("undefined"!=typeof Worker&&"undefined"!=typeof OffscreenCanvas&&"undefined"!=typeof URL&&URL.createObjectURL&&"undefined"!=typeof Blob)try{var e="postMessage("+f.toString()+"("+[JSON.stringify(s),u.toString(),p.toString()].join(",")+"));",r=new Blob([e],{type:"text/javascript"}),a=new Worker(URL.createObjectURL(r),{name:"wpTestEmojiSupports"});return void(a.onmessage=function(e){c(n=e.data),a.terminate(),t(n)})}catch(e){}c(n=f(s,u,p))}t(n)}).then(function(e){for(var t in e)n.supports[t]=e[t],n.supports.everything=n.supports.everything&&n.supports[t],"flag"!==t&&(n.supports.everythingExceptFlag=n.supports.everythingExceptFlag&&n.supports[t]);n.supports.everythingExceptFlag=n.supports.everythingExceptFlag&&!n.supports.flag,n.DOMReady=!1,n.readyCallback=function(){n.DOMReady=!0}}).then(function(){return e}).then(function(){var e;n.supports.everything||(n.readyCallback(),(e=n.source||{}).concatemoji?t(e.concatemoji):e.wpemoji&&e.twemoji&&(t(e.twemoji),t(e.wpemoji)))}))}((window,document),window._wpemojiSettings); /* ]]> */ </script> <link rel='stylesheet' id='genesis-blocks-style-css-css' href='https://sixteenventures.com/wp-content/plugins/genesis-blocks/dist/style-blocks.build.css?ver=1720778534' type='text/css' media='all' /> <link crossorigin="anonymous" rel='stylesheet' id='twb-open-sans-css' href='https://fonts.googleapis.com/css?family=Open+Sans%3A300%2C400%2C500%2C600%2C700%2C800&display=swap&ver=6fe61620effd5dbf33d4394e5a9571a4' type='text/css' media='all' /> <link rel='stylesheet' id='twbbwg-global-css' href='https://sixteenventures.com/wp-content/plugins/photo-gallery/booster/assets/css/global.css?ver=1.0.0' type='text/css' media='all' /> <link rel='stylesheet' id='focus-child-theme-css' href='https://sixteenventures.com/wp-content/themes/focus/style.css?ver=2.0.1' type='text/css' media='all' /> <style id='wp-emoji-styles-inline-css' type='text/css'> img.wp-smiley, img.emoji { display: inline !important; border: none !important; box-shadow: none !important; height: 1em !important; width: 1em !important; margin: 0 0.07em !important; vertical-align: -0.1em !important; background: none !important; padding: 0 !important; } </style> <link rel='stylesheet' id='wp-block-library-css' href='https://sixteenventures.com/wp-includes/css/dist/block-library/style.min.css?ver=6fe61620effd5dbf33d4394e5a9571a4' type='text/css' media='all' /> <link rel='stylesheet' id='block-widget-css' href='https://sixteenventures.com/wp-content/plugins/widget-logic/block_widget/css/widget.css?ver=1725266647' type='text/css' media='all' /> <style id='classic-theme-styles-inline-css' type='text/css'> /*! This file is auto-generated */ .wp-block-button__link{color:#fff;background-color:#32373c;border-radius:9999px;box-shadow:none;text-decoration:none;padding:calc(.667em + 2px) calc(1.333em + 2px);font-size:1.125em}.wp-block-file__button{background:#32373c;color:#fff;text-decoration:none} </style> <style id='global-styles-inline-css' type='text/css'> :root{--wp--preset--aspect-ratio--square: 1;--wp--preset--aspect-ratio--4-3: 4/3;--wp--preset--aspect-ratio--3-4: 3/4;--wp--preset--aspect-ratio--3-2: 3/2;--wp--preset--aspect-ratio--2-3: 2/3;--wp--preset--aspect-ratio--16-9: 16/9;--wp--preset--aspect-ratio--9-16: 9/16;--wp--preset--color--black: #000000;--wp--preset--color--cyan-bluish-gray: #abb8c3;--wp--preset--color--white: #ffffff;--wp--preset--color--pale-pink: #f78da7;--wp--preset--color--vivid-red: #cf2e2e;--wp--preset--color--luminous-vivid-orange: #ff6900;--wp--preset--color--luminous-vivid-amber: #fcb900;--wp--preset--color--light-green-cyan: #7bdcb5;--wp--preset--color--vivid-green-cyan: #00d084;--wp--preset--color--pale-cyan-blue: #8ed1fc;--wp--preset--color--vivid-cyan-blue: #0693e3;--wp--preset--color--vivid-purple: #9b51e0;--wp--preset--gradient--vivid-cyan-blue-to-vivid-purple: linear-gradient(135deg,rgba(6,147,227,1) 0%,rgb(155,81,224) 100%);--wp--preset--gradient--light-green-cyan-to-vivid-green-cyan: linear-gradient(135deg,rgb(122,220,180) 0%,rgb(0,208,130) 100%);--wp--preset--gradient--luminous-vivid-amber-to-luminous-vivid-orange: linear-gradient(135deg,rgba(252,185,0,1) 0%,rgba(255,105,0,1) 100%);--wp--preset--gradient--luminous-vivid-orange-to-vivid-red: linear-gradient(135deg,rgba(255,105,0,1) 0%,rgb(207,46,46) 100%);--wp--preset--gradient--very-light-gray-to-cyan-bluish-gray: linear-gradient(135deg,rgb(238,238,238) 0%,rgb(169,184,195) 100%);--wp--preset--gradient--cool-to-warm-spectrum: linear-gradient(135deg,rgb(74,234,220) 0%,rgb(151,120,209) 20%,rgb(207,42,186) 40%,rgb(238,44,130) 60%,rgb(251,105,98) 80%,rgb(254,248,76) 100%);--wp--preset--gradient--blush-light-purple: linear-gradient(135deg,rgb(255,206,236) 0%,rgb(152,150,240) 100%);--wp--preset--gradient--blush-bordeaux: linear-gradient(135deg,rgb(254,205,165) 0%,rgb(254,45,45) 50%,rgb(107,0,62) 100%);--wp--preset--gradient--luminous-dusk: linear-gradient(135deg,rgb(255,203,112) 0%,rgb(199,81,192) 50%,rgb(65,88,208) 100%);--wp--preset--gradient--pale-ocean: linear-gradient(135deg,rgb(255,245,203) 0%,rgb(182,227,212) 50%,rgb(51,167,181) 100%);--wp--preset--gradient--electric-grass: linear-gradient(135deg,rgb(202,248,128) 0%,rgb(113,206,126) 100%);--wp--preset--gradient--midnight: linear-gradient(135deg,rgb(2,3,129) 0%,rgb(40,116,252) 100%);--wp--preset--font-size--small: 13px;--wp--preset--font-size--medium: 20px;--wp--preset--font-size--large: 36px;--wp--preset--font-size--x-large: 42px;--wp--preset--spacing--20: 0.44rem;--wp--preset--spacing--30: 0.67rem;--wp--preset--spacing--40: 1rem;--wp--preset--spacing--50: 1.5rem;--wp--preset--spacing--60: 2.25rem;--wp--preset--spacing--70: 3.38rem;--wp--preset--spacing--80: 5.06rem;--wp--preset--shadow--natural: 6px 6px 9px rgba(0, 0, 0, 0.2);--wp--preset--shadow--deep: 12px 12px 50px rgba(0, 0, 0, 0.4);--wp--preset--shadow--sharp: 6px 6px 0px rgba(0, 0, 0, 0.2);--wp--preset--shadow--outlined: 6px 6px 0px -3px rgba(255, 255, 255, 1), 6px 6px rgba(0, 0, 0, 1);--wp--preset--shadow--crisp: 6px 6px 0px rgba(0, 0, 0, 1);}:where(.is-layout-flex){gap: 0.5em;}:where(.is-layout-grid){gap: 0.5em;}body .is-layout-flex{display: flex;}.is-layout-flex{flex-wrap: wrap;align-items: center;}.is-layout-flex > :is(*, div){margin: 0;}body .is-layout-grid{display: grid;}.is-layout-grid > :is(*, div){margin: 0;}:where(.wp-block-columns.is-layout-flex){gap: 2em;}:where(.wp-block-columns.is-layout-grid){gap: 2em;}:where(.wp-block-post-template.is-layout-flex){gap: 1.25em;}:where(.wp-block-post-template.is-layout-grid){gap: 1.25em;}.has-black-color{color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-color{color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-color{color: var(--wp--preset--color--white) !important;}.has-pale-pink-color{color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-color{color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-color{color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-color{color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-color{color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-color{color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-color{color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-color{color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-color{color: var(--wp--preset--color--vivid-purple) !important;}.has-black-background-color{background-color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-background-color{background-color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-background-color{background-color: var(--wp--preset--color--white) !important;}.has-pale-pink-background-color{background-color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-background-color{background-color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-background-color{background-color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-background-color{background-color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-background-color{background-color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-background-color{background-color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-background-color{background-color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-background-color{background-color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-background-color{background-color: var(--wp--preset--color--vivid-purple) !important;}.has-black-border-color{border-color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-border-color{border-color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-border-color{border-color: var(--wp--preset--color--white) !important;}.has-pale-pink-border-color{border-color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-border-color{border-color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-border-color{border-color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-border-color{border-color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-border-color{border-color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-border-color{border-color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-border-color{border-color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-border-color{border-color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-border-color{border-color: var(--wp--preset--color--vivid-purple) !important;}.has-vivid-cyan-blue-to-vivid-purple-gradient-background{background: var(--wp--preset--gradient--vivid-cyan-blue-to-vivid-purple) !important;}.has-light-green-cyan-to-vivid-green-cyan-gradient-background{background: var(--wp--preset--gradient--light-green-cyan-to-vivid-green-cyan) !important;}.has-luminous-vivid-amber-to-luminous-vivid-orange-gradient-background{background: var(--wp--preset--gradient--luminous-vivid-amber-to-luminous-vivid-orange) !important;}.has-luminous-vivid-orange-to-vivid-red-gradient-background{background: var(--wp--preset--gradient--luminous-vivid-orange-to-vivid-red) !important;}.has-very-light-gray-to-cyan-bluish-gray-gradient-background{background: var(--wp--preset--gradient--very-light-gray-to-cyan-bluish-gray) !important;}.has-cool-to-warm-spectrum-gradient-background{background: var(--wp--preset--gradient--cool-to-warm-spectrum) !important;}.has-blush-light-purple-gradient-background{background: var(--wp--preset--gradient--blush-light-purple) !important;}.has-blush-bordeaux-gradient-background{background: var(--wp--preset--gradient--blush-bordeaux) !important;}.has-luminous-dusk-gradient-background{background: var(--wp--preset--gradient--luminous-dusk) !important;}.has-pale-ocean-gradient-background{background: var(--wp--preset--gradient--pale-ocean) !important;}.has-electric-grass-gradient-background{background: var(--wp--preset--gradient--electric-grass) !important;}.has-midnight-gradient-background{background: var(--wp--preset--gradient--midnight) !important;}.has-small-font-size{font-size: var(--wp--preset--font-size--small) !important;}.has-medium-font-size{font-size: var(--wp--preset--font-size--medium) !important;}.has-large-font-size{font-size: var(--wp--preset--font-size--large) !important;}.has-x-large-font-size{font-size: var(--wp--preset--font-size--x-large) !important;} :where(.wp-block-post-template.is-layout-flex){gap: 1.25em;}:where(.wp-block-post-template.is-layout-grid){gap: 1.25em;} :where(.wp-block-columns.is-layout-flex){gap: 2em;}:where(.wp-block-columns.is-layout-grid){gap: 2em;} :root :where(.wp-block-pullquote){font-size: 1.5em;line-height: 1.6;} </style> <link rel='stylesheet' id='wpa-css-css' href='https://sixteenventures.com/wp-content/plugins/honeypot/includes/css/wpa.css?ver=2.2.05' type='text/css' media='all' /> <link rel='stylesheet' id='bwg_fonts-css' href='https://sixteenventures.com/wp-content/plugins/photo-gallery/css/bwg-fonts/fonts.css?ver=0.0.1' type='text/css' media='all' /> <link rel='stylesheet' id='sumoselect-css' href='https://sixteenventures.com/wp-content/plugins/photo-gallery/css/sumoselect.min.css?ver=3.4.6' type='text/css' media='all' /> <link rel='stylesheet' id='mCustomScrollbar-css' href='https://sixteenventures.com/wp-content/plugins/photo-gallery/css/jquery.mCustomScrollbar.min.css?ver=3.1.5' type='text/css' media='all' /> <link rel='stylesheet' id='bwg_frontend-css' href='https://sixteenventures.com/wp-content/plugins/photo-gallery/css/styles.min.css?ver=1.8.31' type='text/css' media='all' /> <link rel='stylesheet' id='spidrweb-tools-style-css' href='https://sixteenventures.com/wp-content/plugins/spidrweb-tools/css/spidrweb-tools-style.css?ver=6fe61620effd5dbf33d4394e5a9571a4' type='text/css' media='all' /> <script type="text/javascript" src="https://sixteenventures.com/wp-includes/js/jquery/jquery.min.js?ver=3.7.1" id="jquery-core-js"></script> <script type="text/javascript" src="https://sixteenventures.com/wp-includes/js/jquery/jquery-migrate.min.js?ver=3.4.1" id="jquery-migrate-js"></script> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/photo-gallery/booster/assets/js/circle-progress.js?ver=1.2.2" id="twbbwg-circle-js"></script> <script type="text/javascript" id="twbbwg-global-js-extra"> /* <![CDATA[ */ var twb = {"nonce":"4bd073b719","ajax_url":"https:\/\/sixteenventures.com\/wp-admin\/admin-ajax.php","plugin_url":"https:\/\/sixteenventures.com\/wp-content\/plugins\/photo-gallery\/booster","href":"https:\/\/sixteenventures.com\/wp-admin\/admin.php?page=twbbwg_photo-gallery"}; var twb = {"nonce":"4bd073b719","ajax_url":"https:\/\/sixteenventures.com\/wp-admin\/admin-ajax.php","plugin_url":"https:\/\/sixteenventures.com\/wp-content\/plugins\/photo-gallery\/booster","href":"https:\/\/sixteenventures.com\/wp-admin\/admin.php?page=twbbwg_photo-gallery"}; /* ]]> */ </script> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/photo-gallery/booster/assets/js/global.js?ver=1.0.0" id="twbbwg-global-js"></script> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/photo-gallery/js/jquery.sumoselect.min.js?ver=3.4.6" id="sumoselect-js"></script> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/photo-gallery/js/tocca.min.js?ver=2.0.9" id="bwg_mobile-js"></script> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/photo-gallery/js/jquery.mCustomScrollbar.concat.min.js?ver=3.1.5" id="mCustomScrollbar-js"></script> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/photo-gallery/js/jquery.fullscreen.min.js?ver=0.6.0" id="jquery-fullscreen-js"></script> <script type="text/javascript" id="bwg_frontend-js-extra"> /* <![CDATA[ */ var bwg_objectsL10n = {"bwg_field_required":"field is required.","bwg_mail_validation":"This is not a valid email address.","bwg_search_result":"There are no images matching your search.","bwg_select_tag":"Select Tag","bwg_order_by":"Order By","bwg_search":"Search","bwg_show_ecommerce":"Show Ecommerce","bwg_hide_ecommerce":"Hide Ecommerce","bwg_show_comments":"Show Comments","bwg_hide_comments":"Hide Comments","bwg_restore":"Restore","bwg_maximize":"Maximize","bwg_fullscreen":"Fullscreen","bwg_exit_fullscreen":"Exit Fullscreen","bwg_search_tag":"SEARCH...","bwg_tag_no_match":"No tags found","bwg_all_tags_selected":"All tags selected","bwg_tags_selected":"tags selected","play":"Play","pause":"Pause","is_pro":"","bwg_play":"Play","bwg_pause":"Pause","bwg_hide_info":"Hide info","bwg_show_info":"Show info","bwg_hide_rating":"Hide rating","bwg_show_rating":"Show rating","ok":"Ok","cancel":"Cancel","select_all":"Select all","lazy_load":"0","lazy_loader":"https:\/\/sixteenventures.com\/wp-content\/plugins\/photo-gallery\/images\/ajax_loader.png","front_ajax":"0","bwg_tag_see_all":"see all tags","bwg_tag_see_less":"see less tags"}; /* ]]> */ </script> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/photo-gallery/js/scripts.min.js?ver=1.8.31" id="bwg_frontend-js"></script>  <link rel="https://api.w.org/" href="https://sixteenventures.com/wp-json/" /><link rel="alternate" title="JSON" type="application/json" href="https://sixteenventures.com/wp-json/wp/v2/posts/8096" /><link rel='shortlink' href='https://sixteenventures.com/?p=8096' /> <link rel="alternate" title="oEmbed (JSON)" type="application/json+oembed" href="https://sixteenventures.com/wp-json/oembed/1.0/embed?url=https%3A%2F%2Fsixteenventures.com%2Fcustomer-onboarding-process" /> <link rel="alternate" title="oEmbed (XML)" type="text/xml+oembed" href="https://sixteenventures.com/wp-json/oembed/1.0/embed?url=https%3A%2F%2Fsixteenventures.com%2Fcustomer-onboarding-process&format=xml" /> <link rel="alternate" type="text/html" media="only screen and (max-width: 640px)" href="https://sixteenventures.com/customer-onboarding-process?amp=1"><link rel="icon" href="https://sixteenventures.com/wp-content/themes/focus/images/favicon.ico" />  <script> !function(f,b,e,v,n,t,s) {if(f.fbq)return;n=f.fbq=function(){n.callMethod? n.callMethod.apply(n,arguments):n.queue.push(arguments)}; if(!f._fbq)f._fbq=n;n.push=n;n.loaded=!0;n.version='2.0'; n.queue=[];t=b.createElement(e);t.async=!0; t.src=v;s=b.getElementsByTagName(e)[0]; s.parentNode.insertBefore(t,s)}(window, document,'script', 'https://connect.facebook.net/en_US/fbevents.js'); fbq('init', '609466272486963'); fbq('track', 'PageView'); </script> <noscript><img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=609466272486963&ev=PageView&noscript=1" /></noscript> <link rel="author" href="https://plus.google.com/102323660492139984593"/> <style type="text/css" id="custom-background-css"> body.custom-background { background-color: #ededed; } </style> <link rel="amphtml" href="https://sixteenventures.com/customer-onboarding-process?amp=1"><style>#amp-mobile-version-switcher{left:0;position:absolute;width:100%;z-index:100}#amp-mobile-version-switcher>a{background-color:#444;border:0;color:#eaeaea;display:block;font-family:-apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Oxygen-Sans,Ubuntu,Cantarell,Helvetica Neue,sans-serif;font-size:16px;font-weight:600;padding:15px 0;text-align:center;-webkit-text-decoration:none;text-decoration:none}#amp-mobile-version-switcher>a:active,#amp-mobile-version-switcher>a:focus,#amp-mobile-version-switcher>a:hover{-webkit-text-decoration:underline;text-decoration:underline}</style> <style type="text/css" id="wp-custom-css"> /* You can add your own CSS here. Click the help icon above to learn more. */ </style> </head> <body class="post-template-default single single-post postid-8096 single-format-standard custom-background custom-header header-full-width content-sidebar"><div id="wrap"><div id="header"><div class="wrap"><div id="title-area"><p id="title"><a href="https://sixteenventures.com/">Customer-centric Growth by Lincoln Murphy</a></p><p id="description">Growth-oriented Customer Success</p></div></div></div><div id="subnav"><div class="wrap"><ul id="menu-page-menu" class="menu genesis-nav-menu menu-secondary"><li id="menu-item-2604" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-home menu-item-2604"><a href="http://sixteenventures.com">Customer Success Articles</a></li> <li id="menu-item-8249" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8249"><a target="_blank" href="https://www.impactdemy.com/collections?ref=58b2b0">2024 CSM and Head of CS Training</a></li> <li id="menu-item-55" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-55"><a rel="author" href="https://sixteenventures.com/lincoln-murphy-strategic-consultant">Customer Success Consulting</a></li> <li id="menu-item-8433" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8433"><a target="_blank" href="https://www.impactdemy.com/pages/impact-weekly-podcast">Customer Success Podcast</a></li> <li id="menu-item-8900" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8900"><a target="_blank" href="https://www.impactdemy.com/courses/fundamentals?ref=58b2b0">Free CS Fundamentals Course</a></li> </ul></div></div><div id="inner"><div class="wrap"><div id="content-sidebar-wrap"><div id="content" class="hfeed"><div class="post-8096 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-success entry"><h1 class="entry-title">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</h1> <div class="post-info"><span class="date published time" title="2020-08-18T18:35:15-05:00">August 18, 2020</span> Article by <strong><a href="https://sixteenventures.com/lincoln-murphy-strategic-consultant" target="_blank">Lincoln Murphy</a></strong> </div><div class="entry-content"> <div> </div> <div><img decoding="async" class="alignright wp-image-8097" src="https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard-1024x576.jpg" alt="" width="400" height="225" srcset="https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard-1024x576.jpg 1024w, https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard-300x169.jpg 300w, https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard-768x432.jpg 768w, https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard-1536x864.jpg 1536w, https://sixteenventures.com/wp-content/uploads/2020/08/welcome-onboard.jpg 2000w" sizes="(max-width: 400px) 100vw, 400px" />The phase of the customer lifecycle that gets the most attention is Customer Onboarding, yet ironically (or tragically), most people fail to understand what onboarding really is, and few do it well.</div> <div> </div> <div>And even though Onboarding is something people talk about all the time, experts abound with advice and blueprints and templates, and thought leaders drone on about “first impressions,” the fundamentals of effective customer Onboarding seem to be totally missing.</div> <div> </div> <div>So I put together a list of things that will help you design an effective Customer Onboarding process that truly does set your customer up for long-term success.</div> <div> </div> <div>Here we go…</div> <p><span id="more-8096"></span></p> <h2>Designing an Effective Customer Onboarding Process</h2> <p>As with everything I publish, this is just an article. It is necessarily incomplete and generic. I cannot tell you exactly what you should do and if someone who doesn’t know your business and your customers tells you exactly what your Onboarding – or any process – should be, run away. Far and fast.</p> <p>BTW, one of the main reasons companies bring me in – unfortunately – is to help clean up after they hired a “consultant” who took the easy way out and just applied one of their pre-written, generic BS blueprints to this unique business and, frankly, messed everything up.</p> <p>So take what I give you below and apply the knowledge you possess about your customers, your company, and the unique intersection thereof to make it actually useful.</p> <p>Now is not the time for copying, but rather for critical thinking. I hope what I share gives you direction in that thought process.</p> <h2>Four Steps to Effective Customer Onboarding</h2> <p>It’s just four simple steps, with a bunch of steps between those four steps, and a lot of work to do for each of those interim steps.</p> <p>But it’s just four steps.</p> <ol> <li>Determine when a customer is “onboard” <ol> <li>This definition of “onboard” is missing from roughly 102% of the onboarding processes I come across <ol> <li>How can you have an onboarding process when you don’t have a clear definition of when a customer is onboard?</li> <li>In fairness, companies often have a complete Customer Success Management process when they don’t even know their customers’ <a href="https://sixteenventures.com/desired-outcome" target="_blank" rel="noopener noreferrer">Desired Outcome</a>, so this shouldn’t be surprising</li> </ol> </li> <li>What milestone have they achieved to be considered “onboard?” <ol> <li>You may want to get to know the concept of <a href="https://sixteenventures.com/success-milestones" target="_blank" rel="noopener noreferrer">Success Milestones</a></li> <li>This milestone should be the first time the get value (for more simple products or services) or see the value potential in their relationship with us (for more complex products or services)</li> </ol> </li> <li>Is this definition of “onboarded” universal or will there be different definitions depending upon the type of customer? <ol> <li>Hint: it’s probably the latter</li> </ol> </li> <li>A customer should <strong>NOT</strong> be considered “onboard” simply after a certain amount of time has passed <ol> <li>In general, using how long a customer has been doing something as a marker for success – or even simple progress – is fraught with risk</li> </ol> </li> </ol> </li> <li>What will it take to get them to that point of being onboarded? <ol> <li>Meet them where they are and take them where they need to go <ol> <li>Are all customers starting from the same place?</li> <li>Are their different initial use cases, maturity levels, etc. that we need to consider?</li> </ol> </li> <li>Will all customers get the same plan or will we be meeting different types of customers in different places (their maturity as a company, maturity with the processes we help operationalize, the type of customers they have, their size, etc.)?</li> <li>Once we understand where we need to meet them (Point A), what are the steps to get them onboard (Point B)? <ol> <li>It’s probably a good idea to think about – and orchestrate – what comes after Point B, too.</li> </ol> </li> <li>Consider everything that has to happen: <ol> <li>On their end <ol> <li>In the software</li> <li>Beyond the software <ol> <li>where do they need to get data from, what systems do they need to interact with, who all needs to be involved, etc.</li> </ol> </li> </ol> </li> <li>On our end<br> <ol> <li>What we do for them</li> <li>What we do with them</li> <li>What we need to get them to do</li> <li>Who all needs to be involved</li> </ol> </li> </ol> </li> <li>Once the steps are outlined we can begin working on the modalities of intervention to move them along the way (meetings, 1:many, self-service, emails, calls, etc.) <ol> <li>This is a good time to check out the <a href="https://sixteenventures.com/communication-model" target="_blank" rel="noopener noreferrer">Customer Engagement Communication Model</a> and the <a href="https://sixteenventures.com/beast-message-framework" target="_blank" rel="noopener noreferrer">BEAST Message Framework</a></li> </ol> </li> <li>Consider the different types of customers and what we think would be appropriate to them <ol> <li>We know a lot about them, but this might be a good time to really think about: <ol> <li>What are they used to from other vendors?</li> <li>What do they love or hate about other vendors?</li> <li>What do we think would be appropriate for them? <ol> <li>Bigger more mature customers may not need much from us at all</li> <li>Smaller customers may need a lot, but self-service and 1:many is what they expect</li> </ol> </li> </ol> </li> </ol> </li> </ol> </li> <li>What is the next step after onboarding? <ol> <li>This is the “post-Point B” I mentioned earlier </li> <li>After they reach the onboarded threshold, what do we need them to do next?</li> <li>We can start orchestrating this early so the transition form onboarding is expected and understood</li> </ol> </li> <li>How long should it take to reach “onboarded?” <ol> <li><a href="https://sixteenventures.com/customer-onboarding-ttfv" target="_blank" rel="noopener noreferrer">Time to First Value (TTFV)</a> is the KPI to pay attention to</li> <li>But TTFV is just a goal, not a “they’ve been with us 30 days so they’re onboard” situation <ol> <li>If they reach “onboarded” in less than the TTFV goal time, that’s great!</li> <li>If it takes longer than the goal, that’s bad <ol> <li>The sooner we can see that they’re not on track to hit the TTFV goal, then we need to intervene to see what the hold-up is</li> <li>Is it on our side? Their side? What’s the plan to move this forward?</li> </ol> </li> </ol> </li> <li>We can use <a href="https://sixteenventures.com/ttfv-sales-kpi" target="_blank" rel="noopener noreferrer">TTFV as a sales metric</a>, too! <ol> <li>Each customer is associated with the sales rep</li> <li>Sales rep is managed and/or compensated on the customer achieving TTFV</li> <li>This helps ensure the handoff is handled properly and ensures the customer is a good fit and not oversold</li> </ol> </li> </ol> </li> </ol> <p>There you go… now, what goes into each of those things will totally, 100% depend on your unique situation.</p> <h2><strong>Further Reading on Customer Onboarding</strong></h2> <ul> <li style="font-weight: 400;"><a href="https://sixteenventures.com/customer-onboarding-basics" target="_blank" rel="noopener noreferrer"><span style="font-weight: 400;">The Basics of Customer Onboarding</span></a></li> <li style="font-weight: 400;"><a href="https://sixteenventures.com/customer-onboarding" target="_blank" rel="noopener noreferrer"><span style="font-weight: 400;">The Secret to Successful Customer Onboarding</span></a></li> <li style="font-weight: 400;"><a href="https://sixteenventures.com/customer-onboarding-aha-wtf" target="_blank" rel="noopener noreferrer"><span style="font-weight: 400;">Customer Onboarding: AHA! or WTF?</span></a></li> <li style="font-weight: 400;"><a href="https://sixteenventures.com/emotional-disconnect-onboarding" target="_blank" rel="noopener noreferrer"><span style="font-weight: 400;">Emotional Disconnect During Customer Onboarding</span></a></li> <li style="font-weight: 400;"><a href="https://sixteenventures.com/ghosting-during-onboarding" target="_blank" rel="noopener noreferrer"><span style="font-weight: 400;">Bad Sales Handoffs Cause Customers to Ghost During Onboarding</span></a></li> </ul> <p></p> <figure class="wp-block-image size-full"><a href="https://www.impactdemy.com/collections?ref=58b2b0" target="_blank" rel="noopener"><img decoding="async" width="800" height="800" src="https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln.png" alt="" class="wp-image-8479" srcset="https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln.png 800w, https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln-300x300.png 300w, https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln-150x150.png 150w, https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln-768x768.png 768w" sizes="(max-width: 800px) 100vw, 800px" /></a></figure> </div><div class="author-box"><div><img alt='' src='https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=80&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=160&d=mm&r=g 2x' class='avatar avatar-80 photo' height='80' width='80' loading='lazy' decoding='async'/> <strong>About Lincoln Murphy</strong><br /><p>I invented Customer Success. I focus primarily on Customer Engagement. <a href="https://sixteenventures.com/lincoln-murphy-strategic-consultant">Learn more about me here.</a></p> </div></div><div class="after-post widget-area"> <div id="recent-posts-3" class="widget widget_recent_entries"><div class="widget-wrap"> <h4 class="widget-title widgettitle">You should read these articles, too…</h4> <ul> <li> <a href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a> </li> <li> <a href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a> </li> <li> <a href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a> </li> <li> <a href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a> </li> </ul> </div></div></div></div></div><div id="sidebar" class="sidebar widget-area"><div id="custom_html-2" class="widget_text widget widget_custom_html"><div class="widget_text widget-wrap"><div class="textwidget custom-html-widget"><div id="enews-ext-2" class="widget enews-widget"> <div class="widget-wrap"> <div class="enews"> <h4 class="widget-title widgettitle">Join the other 53,897 folks who get my emails and…</h4> <div style="text-align:left"> <ul> <li>Get the latest on <strong>ChatGPT, AI, & Prompt Engineering</strong></li> <li>Stay updated on <strong>Customer Success</strong> & <strong>RevOps</strong></li> <li>Take your <strong>Growth Strategy</strong> to the next level</li> <li>Learn about <strong>Psychology, Engagement, and More</strong>!</li> </ul> </div>  <form id="ck_subscribe_form" class="ck_subscribe_form" action="https://app.convertkit.com/landing_pages/256863/subscribe" data-remote="true"> <input type="hidden" value="{"form_style":"naked","embed_style":"inline","embed_trigger":"scroll_percentage","scroll_percentage":"70","delay_seconds":"10","display_position":"br","display_devices":"all","days_no_show":"15","converted_behavior":"show"}" id="ck_form_options"> <input type="hidden" name="id" value="256863" id="landing_page_id"> <input type="hidden" name="ck_form_recaptcha" value="" id="ck_form_recaptcha"> <div class="ck_errorArea"> <div id="ck_error_msg" style="display:none"> <p>There was an error submitting your subscription. Please try again.</p> </div> </div> <div class="ck_control_group ck_email_field_group"> <input type="email" name="email" class="ck_email_address" id="ck_emailField" placeholder="Enter Your Primary email" required> </div> <div class="ck_control_group ck_captcha2_h_field_group ck-captcha2-h" style="position: absolute !important;left: -999em !important;"> <input type="text" name="captcha2_h" class="ck-captcha2-h" id="ck_captcha2_h" placeholder="We use this field to detect spam bots. If you fill this in, you will be marked as a spammer."> </div> <button class="subscribe_button ck_subscribe_button btn fields" id="ck_subscribe_button">Add Me to the List >>></button> </form> <script src="https://assets.convertkit.com/assets/CKJS4.js?v=21"></script> </div> </div> </div> <style>#ck_emailField { color: #aab7be; font-family: Arial,Tahoma,sans-serif; font-size: 12px; font-weight: bold; text-transform: uppercase; } #ck_emailField { background: #fff url(/wp-content/themes/focus/images/enews-subbox.png) no-repeat center left; margin: 5px 0 20px; padding: 15px 0 13px 37px; width: 85%; } #ck_subscribe_button { -moz-box-shadow: 0 0 5px #ccc inset; -webkit-box-shadow: 0 0 5px #ccc inset; background-color: #fff; border: 1px solid #ccc; box-shadow: 0 0 5px #ccc inset; font-size: 16px; } #ck_subscribe_button { background: url(/wp-content/themes/focus/images/button.png) 0 0; border: 1px solid #859449; color: #fff!important; cursor: pointer; font-family: Arial,Tahoma,sans-serif; font-size: 12px; font-weight: bold; line-height: 16px; padding: 10px 12px; text-decoration: none; text-transform: uppercase; }</style></div></div></div> <div id="block-14" class="widget widget_block widget_media_image"><div class="widget-wrap"> <figure class="wp-block-image size-full"><a href="https://www.customergrowthlab.com/powerful-meetings" target="_blank" rel=" noreferrer noopener"><img loading="lazy" decoding="async" width="900" height="900" src="https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square.png" alt="" class="wp-image-8967" srcset="https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square.png 900w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-300x300.png 300w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-150x150.png 150w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-768x768.png 768w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-600x600.png 600w" sizes="auto, (max-width: 900px) 100vw, 900px" /></a></figure> </div></div> <div id="block-13" class="widget widget_block widget_media_image"><div class="widget-wrap"> <figure class="wp-block-image size-full"><a href="https://www.customergrowthlab.com/email-engagement-formula" target="_blank" rel=" noreferrer noopener"><img loading="lazy" decoding="async" width="600" height="600" src="https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1.png" alt="" class="wp-image-8675" srcset="https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1.png 600w, https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1-300x300.png 300w, https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1-150x150.png 150w" sizes="auto, (max-width: 600px) 100vw, 600px" /></a></figure> </div></div> <div id="block-4" class="widget widget_block widget_media_image"><div class="widget-wrap"> <figure class="wp-block-image size-large"><a href="https://www.impactdemy.com/pages/impact-weekly-podcast" target="_blank" rel=" noreferrer noopener"><img loading="lazy" decoding="async" width="1024" height="1024" src="https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1024x1024.jpg" alt="" class="wp-image-8437" srcset="https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1024x1024.jpg 1024w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-300x300.jpg 300w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-150x150.jpg 150w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-768x768.jpg 768w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1536x1536.jpg 1536w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-2048x2048.jpg 2048w" sizes="auto, (max-width: 1024px) 100vw, 1024px" /></a></figure> </div></div> <div id="recent-posts-4" class="widget widget_recent_entries"><div class="widget-wrap"> <h4 class="widget-title widgettitle">Customer Success & Growth Articles</h4> <ul> <li> <a href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a> </li> <li> <a href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a> </li> <li> <a href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a> </li> <li> <a href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a> </li> <li> <a href="https://sixteenventures.com/opt-in-vs-opt-out-trials">Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success</a> </li> <li> <a href="https://sixteenventures.com/beyond-transactions">From Transactions to Relationships: Unleashing Customer Potential with AX</a> </li> <li> <a href="https://sixteenventures.com/renewal-psychology">Renewal Psychology: From an Adversarial Process to a Celebration of Success</a> </li> <li> <a href="https://sixteenventures.com/pods-customer-success-sales">Pods in Customer Success vs. Sales: A Side-by-Side Comparison</a> </li> <li> <a href="https://sixteenventures.com/csm-pods">The Role of Pods in CSM Coverage Models: The Evolving Landscape</a> </li> <li> <a href="https://sixteenventures.com/csm-pool">Pooled CSMs: Benefits, Challenges, and Requirements for Success</a> </li> <li> <a href="https://sixteenventures.com/customer-success-touch-levels">Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)</a> </li> <li> <a href="https://sixteenventures.com/goal-discovery-framework">The Goal Discovery Framework for Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/storytelling-in-customer-success">Storytelling in Customer Success: Use the Power of Goal Discovery</a> </li> <li> <a href="https://sixteenventures.com/customer-success-capacity-planning">Customer Success Scaling: Capacity Planning and Resource Allocation</a> </li> <li> <a href="https://sixteenventures.com/keeping-customers-engaged">Bridging the Engagement Gap: Keeping Customers Actively Invested</a> </li> <li> <a href="https://sixteenventures.com/advocacly-flywheel-social-proof">Build a Social Proof Machine: Consistently Generate Real Advocates at Scale</a> </li> <li> <a href="https://sixteenventures.com/earned-advocacy-social-proof">The Untapped Potential of Social Proof through Earned Advocacy</a> </li> <li> <a href="https://sixteenventures.com/metrics-to-meaning">From KPIs to Connection: Transforming Metrics Into Meaningful Relationships</a> </li> <li> <a href="https://sixteenventures.com/email-tactics">5 Outdated Email Tactics You Need to Abandon in 2024</a> </li> <li> <a href="https://sixteenventures.com/value-of-customer-success">Every Department Must Recognize the Value of Customer Success</a> </li> <li> <a href="https://sixteenventures.com/reactive-to-proactive-retention">Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading</a> </li> <li> <a href="https://sixteenventures.com/usage-customer-success">Why High Usage Doesn’t Guarantee Customer Success</a> </li> <li> <a href="https://sixteenventures.com/scaling-cs-team">Scaling Your Customer Success Team Without Losing Control</a> </li> <li> <a href="https://sixteenventures.com/goal-alignment">The Art and Science of Continuous Goal Alignment in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/goal-discovery">Goal Discovery: The Essential Task You Never Had Time for (Until Now!)</a> </li> <li> <a href="https://sixteenventures.com/customer-success-sales-alignment-2">Aligning Customer Success and Sales: Bridging the Great Divide</a> </li> <li> <a href="https://sixteenventures.com/motivating-action">Motivating Action: The Hard Truth of Driving Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/customer-retention-analysis">Customer Retention: Proactive, Reactive, and At-Risk Analysis</a> </li> <li> <a href="https://sixteenventures.com/partner-success-strategy">Navigating Partner Success in a Multi-Channel World</a> </li> <li> <a href="https://sixteenventures.com/csm-customer-allocation">Unlocking Potential: How to Allocate Customers to CSMs</a> </li> <li> <a href="https://sixteenventures.com/coverage-segments">AX-Based Coverage Segments: Customer Success Evolved</a> </li> <li> <a href="https://sixteenventures.com/revops-evolved">RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)</a> </li> <li> <a href="https://sixteenventures.com/engagement-rate">Redefining Email Engagement: New Metrics for a New Era (2024)</a> </li> <li> <a href="https://sixteenventures.com/classify-churn">Understand, Classify, and Effectively Analyze Churn</a> </li> <li> <a href="https://sixteenventures.com/customer-negotiations">Customer Negotiation: Discounts, Retention, and Value</a> </li> <li> <a href="https://sixteenventures.com/objection-handling">The Art of Objection Handling in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/sell-to-existing-customers">Driving Exponential Growth: The Art of Selling to Existing Customers</a> </li> <li> <a href="https://sixteenventures.com/nrr-panic-the-rollercoaster-ride-you-never-saw-coming">NRR Panic: The Rollercoaster Ride You Never Saw Coming</a> </li> <li> <a href="https://sixteenventures.com/motivation-vs-discipline-how-knowing-the-difference-skyrockets-customer-engagement">Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/why-csm-positioning-is-so-important-and-how-to-fix-it">Why CSM Positioning is so Important (and How to Fix it)</a> </li> <li> <a href="https://sixteenventures.com/customer-status-the-hidden-motivator-you-cant-ignore">Customer Status: The Hidden Motivator You Can’t Ignore</a> </li> <li> <a href="https://sixteenventures.com/the-power-of-curiosity-in-customer-success">The Power of Curiosity in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/creating-customer-success-playbooks-with-chatgpt">Creating Customer Success Playbooks with ChatGPT</a> </li> <li> <a href="https://sixteenventures.com/chatgpt-or-bing-customer-success">ChatGPT or Bing: Which AI Tool is Best for Customer Success</a> </li> <li> <a href="https://sixteenventures.com/customer-success-chatgpt">Customer Success Pros: Stay Ahead of the Game with ChatGPT</a> </li> <li> <a href="https://sixteenventures.com/chatgpt-customer-success">ChatGPT in Customer Success: Generative Output to Desired Outcome</a> </li> <li> <a href="https://sixteenventures.com/stop-teaching-your-customers-to-ignore-you">Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/chatgpt-is-a-customer-success-game-changer">ChatGPT is a Customer Success Game-Changer</a> </li> <li> <a href="https://sixteenventures.com/account-expansion">Growth Unlocked: The Key to Exponential Account Expansion</a> </li> <li> <a href="https://sixteenventures.com/customer-success-definition">Customer Success: Defined (2024)</a> </li> <li> <a href="https://sixteenventures.com/free-trials-onboarding">Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)</a> </li> <li> <a href="https://sixteenventures.com/customer-success-consistency-2">The Importance of Consistency in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/customer-success-nrr">The Real Reason Your Company Invests in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/customers-hate-three-things">Customers Hate These 3 Things (and How to Avoid Them)</a> </li> <li> <a href="https://sixteenventures.com/world-class-csm">The 5 Secrets of World-class Customer Success Managers</a> </li> <li> <a href="https://sixteenventures.com/design-customer-onboarding-process">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a> </li> <li> <a href="https://sixteenventures.com/eliminate-churn">Eliminate Churn Forever in 5 Simple Steps</a> </li> <li> <a href="https://sixteenventures.com/churn-reason-analysis">Customer Success: The Lost Art of Churn Reason Analysis</a> </li> <li> <a href="https://sixteenventures.com/quantify-bad-fit-customers">Customer Success: How to Quantify the Impact of Bad-fit Customers</a> </li> <li> <a href="https://sixteenventures.com/customer-onboarding-process" aria-current="page">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a> </li> <li> <a href="https://sixteenventures.com/sales-to-csm-handoff">Designing a Sales-to-CSM Handoff that Actually Works</a> </li> <li> <a href="https://sixteenventures.com/saas-churn-rate">What is a good SaaS Churn Rate?</a> </li> <li> <a href="https://sixteenventures.com/cac-efficiency">Achieve Exponential Growth by Focusing on CAC Efficiency</a> </li> <li> <a href="https://sixteenventures.com/ttfv-sales-kpi">TTFV as a Sales KPI to Drive Engagement and Expansion</a> </li> <li> <a href="https://sixteenventures.com/customer-onboarding-ttfv">Time to First Value (TTFV) is a Customer Onboarding Goal</a> </li> <li> <a href="https://sixteenventures.com/customer-onboarding-aha-wtf">Customer Onboarding: AHA! or WTF?</a> </li> <li> <a href="https://sixteenventures.com/emotional-disconnect-onboarding">Emotional Disconnect During Customer Onboarding</a> </li> <li> <a href="https://sixteenventures.com/ghosting-during-onboarding">Bad Sales Handoffs Cause Customers to Ghost During Onboarding</a> </li> <li> <a href="https://sixteenventures.com/customer-actually-ghosting">How to Know if Customers are Actually Ghosting you</a> </li> <li> <a href="https://sixteenventures.com/why-customers-ghost">Why Customers Ghost you</a> </li> <li> <a href="https://sixteenventures.com/customer-onboarding-basics">The Basics of Customer Onboarding</a> </li> <li> <a href="https://sixteenventures.com/success-potential-start">Success Potential: Real Customer Success Starts Here</a> </li> <li> <a href="https://sixteenventures.com/expansion-unsuccessful">Account Expansion: How to Upsell Unsuccessful Customers</a> </li> <li> <a href="https://sixteenventures.com/no-expansion-bad-sign">Customer Growth: Why Lack Of Expansion Is A Really Bad Sign</a> </li> <li> <a href="https://sixteenventures.com/expansion-grow-fast">Account Expansion: If You Want To Grow Fast, Do This…</a> </li> <li> <a href="https://sixteenventures.com/upselling-trust">Customer Growth: Upselling Hurts Trust (When You Do It Wrong)</a> </li> <li> <a href="https://sixteenventures.com/customer-growth-expansion">Customer Growth: The Difference between Sales and Expansion</a> </li> <li> <a href="https://sixteenventures.com/beast-message-framework">Introducing the BEAST Message Framework for Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/communication-model">Introducing the Customer Engagement Communication Model</a> </li> <li> <a href="https://sixteenventures.com/churn-classification">Churn Classification Framework For Customer Success Management (2024 Update)</a> </li> <li> <a href="https://sixteenventures.com/sales-customer-success">Customer Success and Sales: Why the Latter determines the Former</a> </li> <li> <a href="https://sixteenventures.com/appropriate-experience-required">Appropriate Experience is Required for Customer Success</a> </li> <li> <a href="https://sixteenventures.com/customer-success-kpi">What Are The Best Customer Success KPIs?</a> </li> <li> <a href="https://sixteenventures.com/upstream-problems">You Can’t Solve Upstream Problems Down Stream</a> </li> <li> <a href="https://sixteenventures.com/customer-success-simple">Customer Success is a Simple Concept (Don’t Overthink It)</a> </li> <li> <a href="https://sixteenventures.com/customer-success-frameworks">Customer Success can’t fit into Existing Frameworks</a> </li> <li> <a href="https://sixteenventures.com/customers-not-problems">Those aren’t Problems. Those are Customers!</a> </li> <li> <a href="https://sixteenventures.com/customer-success-onboarding-overwhelm">Customer Onboarding Success Secret: Don’t Overwhelm Customers</a> </li> <li> <a href="https://sixteenventures.com/customer-success-qbr">A QBR is NOT Required for Customer Success</a> </li> <li> <a href="https://sixteenventures.com/importance-of-customer-onboarding">Customer Success: The Importance of User or Customer Onboarding</a> </li> <li> <a href="https://sixteenventures.com/customer-success-management-roles">How to Define Roles in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/customer-success-high-low-no-touch-segmentation">Customer Success: High/Low/No Touch Customer Segmentation</a> </li> <li> <a href="https://sixteenventures.com/customer-success-high-low-no-touch-onboarding">Customer Success: Incorporating High/Low/No Touch into Onboarding</a> </li> <li> <a href="https://sixteenventures.com/customer-success-sales-segmentation">Customer Success: How to help Salespeople with Customer Segmentation</a> </li> <li> <a href="https://sixteenventures.com/customer-success-focus">Customer Success: Determining Which Customers on which to Focus</a> </li> <li> <a href="https://sixteenventures.com/customer-success-who-handles-upsells">Customer Success: Who Should Handle Upsells?</a> </li> <li> <a href="https://sixteenventures.com/customer-success-reset-mismanaged-expectations">Customer Success: How to Reset Mismanaged Expectations</a> </li> <li> <a href="https://sixteenventures.com/customer-success-lifecycle-engagement">Customer Success: Customer Engagement Across the Entire Lifecycle</a> </li> <li> <a href="https://sixteenventures.com/customer-success-non-tech">Customer Success: Working with Customers that don’t like Technology</a> </li> <li> <a href="https://sixteenventures.com/customer-success-tell-what-to-do">Customer Success: How to Tell Customers What to Do</a> </li> <li> <a href="https://sixteenventures.com/customer-success-engagement-models">How to Get Customers to Help Define Engagement Models</a> </li> <li> <a href="https://sixteenventures.com/customer-success-driven-marketing-offline">Customer Success-driven Marketing: Targeting Offline Customers</a> </li> <li> <a href="https://sixteenventures.com/lincoln-murphy-customer-success-ama-transcript-and-video-may-19-2017">Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017</a> </li> <li> <a href="https://sixteenventures.com/discover-desired-outcome">The Process for Discovering your Customer’s Desired Outcome</a> </li> <li> <a href="https://sixteenventures.com/customer-success-feedback-loops">Customer Success: How to Close the Feedback Loop with…</a> </li> <li> <a href="https://sixteenventures.com/upgrading-grandfathered-customers">Customer Success and Upgrading Grandfathered Customers</a> </li> <li> <a href="https://sixteenventures.com/customer-success-startups">Customer Success in Early-stage Startups</a> </li> <li> <a href="https://sixteenventures.com/customer-success-support">Drawing the Line between Customer Success and Support</a> </li> <li> <a href="https://sixteenventures.com/best-customer-success-management-software">The Best Customer Success Management (CSM) Software</a> </li> <li> <a href="https://sixteenventures.com/sales-and-customer-success-alignment">Why Aligning Sales and Customer Success is Critical</a> </li> <li> <a href="https://sixteenventures.com/customer-success-setup-fees">Customer Success and Charging Setup Fees</a> </li> <li> <a href="https://sixteenventures.com/customer-success-biggest-mistake">The Biggest Customer Success Mistake (and How to Avoid it)</a> </li> <li> <a href="https://sixteenventures.com/ideal-customer-success-org-structure">Determining the Ideal Customer Success Organization Structure</a> </li> <li> <a href="https://sixteenventures.com/customer-success-two-sided-markets">Customer Success in Two-sided Markets</a> </li> <li> <a href="https://sixteenventures.com/improve-adoption">Customer Success: The Secret to Improving Customer Adoption</a> </li> <li> <a href="https://sixteenventures.com/partner-success">Customer Success in a B2B2C (Partner / Value Chain) Scenario</a> </li> <li> <a href="https://sixteenventures.com/monitor-customer-happiness">Customer Success: How to Monitor Customer Happiness</a> </li> <li> <a href="https://sixteenventures.com/perfect-number-customer-segments">Determining the Perfect Number of Customer Segments</a> </li> <li> <a href="https://sixteenventures.com/customer-success-account-management">The Difference between Customer Success and Account Management</a> </li> <li> <a href="https://sixteenventures.com/customer-success-coverage-models">The Secret to Defining Customer Success Coverage Models</a> </li> <li> <a href="https://sixteenventures.com/customer-success-ama-05052017">Lincoln Murphy Customer Success AMA Transcript and Video – May 5, 2017</a> </li> <li> <a href="https://sixteenventures.com/customer-journey-maps">The 5 Fatal Flaws of most Customer Journey Maps</a> </li> <li> <a href="https://sixteenventures.com/churn-bad-fit-customer">The Cost of Bad-Fit Customers: How a Simple Sales Mistake Wiped Out $1.2M in Revenue Overnight</a> </li> <li> <a href="https://sixteenventures.com/customer-success-goals">Customer Success Goals: Cohorts, Metrics, and Prioritization</a> </li> <li> <a href="https://sixteenventures.com/customer-success-playbook">Contents of an Awesome Customer Success Playbook</a> </li> <li> <a href="https://sixteenventures.com/customer-success-compensation-models">Understanding Customer Success Management Compensation Models</a> </li> <li> <a href="https://sixteenventures.com/account-coverage-ratio">Determining the Number of Accounts per Customer Success Manager</a> </li> <li> <a href="https://sixteenventures.com/customer-success-driven-growth">Customer Success-driven Growth: Rapid, Exponential, and Efficient</a> </li> <li> <a href="https://sixteenventures.com/offset-churn-upsells">Why You Can’t Offset Churn with Upsells</a> </li> <li> <a href="https://sixteenventures.com/customer-success-is-not">9 Things Customer Success is Not</a> </li> <li> <a href="https://sixteenventures.com/customer-success-management">Customer Success Management: An Executive Overview</a> </li> <li> <a href="https://sixteenventures.com/elements-customer-success-management">Customer Success Management: The 8 Elements of this Valuable Business Function</a> </li> <li> <a href="https://sixteenventures.com/logical-customer-segmentation">Logical Customer Segmentation: The Key to Scaling Customer Success</a> </li> <li> <a href="https://sixteenventures.com/sales-customer-success-alignment">Orchestrating Sales and Customer Success Alignment</a> </li> <li> <a href="https://sixteenventures.com/success-potential">Success Potential: The Foundation of Customer Success</a> </li> <li> <a href="https://sixteenventures.com/near-zero-churn">Excuses and the Myth of Near-Zero Churn</a> </li> <li> <a href="https://sixteenventures.com/success-vector">Success Vector – a Better Customer Health Score</a> </li> <li> <a href="https://sixteenventures.com/free-trial-churn">Don’t Mix SaaS Free Trial and Churn Metrics</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial-benchmarks">SaaS Free Trial Conversion Rate Benchmarks</a> </li> <li> <a href="https://sixteenventures.com/churn-symptom">Churn is a Symptom, Not a Disease</a> </li> <li> <a href="https://sixteenventures.com/customer-success-drives-company-valuation">7 Ways Customer Success drives Company Valuation</a> </li> <li> <a href="https://sixteenventures.com/stretch-bad-fit-customer">Customer Success: The Difference between Stretch and Bad-Fit Customers</a> </li> <li> <a href="https://sixteenventures.com/cancellations">Two Ways to Reduce SaaS Cancellations</a> </li> <li> <a href="https://sixteenventures.com/churn-reasons">The Only Two Reasons Customers Churn</a> </li> <li> <a href="https://sixteenventures.com/know-why-customers-churn">You Have to Know why Your Customers Churn</a> </li> <li> <a href="https://sixteenventures.com/reduce-credit-card-failures">Use Customer Success to Reduce Credit Card Failures</a> </li> <li> <a href="https://sixteenventures.com/grandfathered-customers">Upgrading Grandfathered Early Customers</a> </li> <li> <a href="https://sixteenventures.com/pricing-strategy">Pricing Strategy Framework for SaaS Startups</a> </li> <li> <a href="https://sixteenventures.com/qualifying-leads-saas-free-trial">Qualifying Leads in a SaaS Free Trial</a> </li> <li> <a href="https://sixteenventures.com/logical-expansion">Customer Success and Logical Account Expansion</a> </li> <li> <a href="https://sixteenventures.com/free-trial-conversion-rate">Reasonable SaaS Free Trial Conversion Rate</a> </li> <li> <a href="https://sixteenventures.com/acceptable-churn-small-accounts">Acceptable Churn Rate for Small Accounts</a> </li> <li> <a href="https://sixteenventures.com/success-is-uncomfortable">Success is Uncomfortable</a> </li> <li> <a href="https://sixteenventures.com/stealing-customers">The Risk (and Opportunity) in Stealing Customers</a> </li> <li> <a href="https://sixteenventures.com/get-testimonials">A Foolproof Way to Get Testimonials Without Asking for Them</a> </li> <li> <a href="https://sixteenventures.com/success-milestones">Success Milestones: The Path to the Customer’s Desired Outcome</a> </li> <li> <a href="https://sixteenventures.com/customer-accountability">Customer Accountability: The Missing Piece in your Customer Success Strategy</a> </li> <li> <a href="https://sixteenventures.com/customer-acquisition-mistake">This Customer Acquisition Mistake Can Kill your Growth</a> </li> <li> <a href="https://sixteenventures.com/customer-success-terms-to-avoid">Stop Using these Anti-Customer Terms</a> </li> <li> <a href="https://sixteenventures.com/optimize-your-free-trial">7 Reasons to Optimize your SaaS Free Trial</a> </li> <li> <a href="https://sixteenventures.com/desired-outcome">Desired Outcome is a Transformative Concept</a> </li> <li> <a href="https://sixteenventures.com/seeds-of-churn">The Seeds of Churn are Planted Early</a> </li> <li> <a href="https://sixteenventures.com/churn-is-fine">5 Situations When Massive Churn is Just Fine</a> </li> <li> <a href="https://sixteenventures.com/churn-hurts">5 Lesser-Known Ways Churn Hurts your Company</a> </li> <li> <a href="https://sixteenventures.com/inside-minds-of-saas-customers">Podcast: Getting Inside the Minds of Your SaaS Customers</a> </li> <li> <a href="https://sixteenventures.com/friction">The Fiction that Friction Improves Customer Onboarding</a> </li> <li> <a href="https://sixteenventures.com/psychology-of-surveys">Customer Psychology and the Unexpected Power of Surveys</a> </li> <li> <a href="https://sixteenventures.com/social-proof">How Social Proof Actually Works in Marketing</a> </li> <li> <a href="https://sixteenventures.com/customer-success-sales-done-right">Customer Success Starts at Sales Done Right</a> </li> <li> <a href="https://sixteenventures.com/network-effect-smaller-scale">Achieve Network Effect on a Smaller Scale</a> </li> <li> <a href="https://sixteenventures.com/customer-success-podcast-trepx">Podcast: Customer Success is the Foundation of Your Success</a> </li> <li> <a href="https://sixteenventures.com/effective-free-trials">3 Secrets of High-Converting SaaS Free Trials</a> </li> <li> <a href="https://sixteenventures.com/sales-testing-ideal-customer">How To Get Sales To Help Test your Ideal Customer Profile</a> </li> <li> <a href="https://sixteenventures.com/stick-point">Stick Point: When Your SaaS Customer is Truly a Customer</a> </li> <li> <a href="https://sixteenventures.com/enterprise-free-trial">Free Trials Do Not Devalue Your Enterprise SaaS</a> </li> <li> <a href="https://sixteenventures.com/social-sales">4 Undercover Ways to Hack Social for More Sales</a> </li> <li> <a href="https://sixteenventures.com/success-gap">The Success Gap: A HUGE Opportunity You Haven’t Considered</a> </li> <li> <a href="https://sixteenventures.com/saas-metrics-customer-definition">Your SaaS Metrics Are Wrong if You Include These Customers</a> </li> <li> <a href="https://sixteenventures.com/active-users-vanity-metric">Active Users are a Vanity Metric</a> </li> <li> <a href="https://sixteenventures.com/cac-strategy-scaling-saas">CAC Strategy is the Key to Scaling your SaaS Company</a> </li> <li> <a href="https://sixteenventures.com/customers-write-your-marketing-copy">Let Your Customers Write Your Marketing Copy</a> </li> <li> <a href="https://sixteenventures.com/enterprise-pricing">Exposed! A Top-Secret “Enterprise Pricing” Growth Hack</a> </li> <li> <a href="https://sixteenventures.com/pricing-page-discount">The Only 3 Acceptable Pricing Page Discount Tactics</a> </li> <li> <a href="https://sixteenventures.com/personal-emails">Engaging at Scale: The Secret to Automating Personal Emails</a> </li> <li> <a href="https://sixteenventures.com/invite-hacks">5 Growth Hacks to Supercharge your Invite or Referral System</a> </li> <li> <a href="https://sixteenventures.com/unavoidable-churn">The Myth of Unavoidable Churn</a> </li> <li> <a href="https://sixteenventures.com/customer-onboarding">The Secret to Successful Customer Onboarding</a> </li> <li> <a href="https://sixteenventures.com/cold-email-sanity-checks">7 Sanity Checks for Sending Cold Email</a> </li> <li> <a href="https://sixteenventures.com/annual-pre-pay-renewals">You’re Doing Annual Pre-Pay Renewals Wrong</a> </li> <li> <a href="https://sixteenventures.com/growth-hacking-dodgeball">10 Growth Hacking Lessons from Dodgeball</a> </li> <li> <a href="https://sixteenventures.com/customer-success-desired-outcome-understanding">Understanding Your Customer’s Desired Outcome</a> </li> <li> <a href="https://sixteenventures.com/free-trial-abuse">How-to Avoid SaaS Free Trial Abuse</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial-extensions">SaaS Free Trial Extension Requests are a Bad Sign</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial-length">The Best SaaS Free Trial Length</a> </li> <li> <a href="https://sixteenventures.com/ideal-customer-profile">Ideal Customer Profile Framework</a> </li> <li> <a href="https://sixteenventures.com/sales-mistakes-cause-saas-churn">4 Sales Mistakes That Lead To High SaaS Churn</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial">SaaS Free Trial: Requiring a Credit Card is Shortsighted</a> </li> <li> <a href="https://sixteenventures.com/email-lead-capture">3 Email Lead Capture Hacks to Get More Customers</a> </li> <li> <a href="https://sixteenventures.com/onboarding-flow-unstuck">5 Steps to Unstick Your User Onboarding Flow</a> </li> <li> <a href="https://sixteenventures.com/saas-pricing-discounts">How-to Use SaaS Pricing Discounts to Grow Revenue</a> </li> <li> <a href="https://sixteenventures.com/startup-customer-development-hacks">Customer Development Hacks for SaaS Startups</a> </li> <li> <a href="https://sixteenventures.com/word-of-mouth-follow-up">The Greatest Word of Mouth Follow-up Question… Ever!</a> </li> <li> <a href="https://sixteenventures.com/distribution-channels">How to Get in Front of your Ideal Customers</a> </li> <li> <a href="https://sixteenventures.com/email-marketing-conversions">Email Marketing: How Vero Got a 450% Increase in Conversions</a> </li> <li> <a href="https://sixteenventures.com/growth-hacking-retention">Customer Success: 22 Ways To Reduce Churn With Growth Hacking</a> </li> <li> <a href="https://sixteenventures.com/startup-time-management">Time Management for Startups: Quantify, Prioritize, and Automate</a> </li> <li> <a href="https://sixteenventures.com/deliberate-growth">The best way to grow your SaaS business</a> </li> <li> <a href="https://sixteenventures.com/pre-launch-growth-hacking">Case Study: Growth Hacking Pre-Launch Revenue</a> </li> <li> <a href="https://sixteenventures.com/freemium-or-free-trial">Freemium or Free Trial? There’s a Better Question</a> </li> <li> <a href="https://sixteenventures.com/growth-hacker-manifesto">WTF is a Growth Hacker, anyway?</a> </li> <li> <a href="https://sixteenventures.com/customer-success-2014">Predictions for Customer Success in 2014</a> </li> <li> <a href="https://sixteenventures.com/email-follow-up-sequence">Autoresponders are Dead: 5 Types of Follow-up Emails</a> </li> <li> <a href="https://sixteenventures.com/saas-pricing-complexity">SaaS Pricing Model: Mo’ Money, Mo’ Problems</a> </li> <li> <a href="https://sixteenventures.com/saas-cac-efficiency">The Customer Acquisition Cost (CAC) Myth and Misguided Optimization</a> </li> <li> <a href="https://sixteenventures.com/growth-hacking-rules">5 Rules for Successful Growth Hacking</a> </li> <li> <a href="https://sixteenventures.com/saas-marketing-partner-offer">Use Partner Offers to Quickly Grow Your Business</a> </li> <li> <a href="https://sixteenventures.com/saas-growth-hacking-email">Growth Hack: Warm-Up Your Leads Before You Email Them</a> </li> <li> <a href="https://sixteenventures.com/saas-customer-success-zombie-customers">When Customers Go Dark: Customer Success to fight the Zombies</a> </li> <li> <a href="https://sixteenventures.com/saas-customer-success-unplanned-outages">SaaS Customer Success: Best Practices for Unplanned Outages</a> </li> <li> <a href="https://sixteenventures.com/saas-multi-currency">SaaS Pricing: Multi Currency Support</a> </li> <li> <a href="https://sixteenventures.com/affiliate-marketing">How to Create an Affiliate Program for your SaaS</a> </li> <li> <a href="https://sixteenventures.com/saas-marketing-growth-hacks">SaaS Marketing: 21 Growth Hacks to Test Today</a> </li> <li> <a href="https://sixteenventures.com/saas-sales-funnel">SaaS Sales Funnel: Stop Optimizing for the Wrong Customers</a> </li> <li> <a href="https://sixteenventures.com/freemium-customer-acquisition-costs">SaaS Freemium Customer Acquisition Costs</a> </li> <li> <a href="https://sixteenventures.com/saas-marketing-gmail-tabbed-inbox">No More Email from Your SaaS App? Introducing GMail Tabbed Inbox and Categories</a> </li> <li> <a href="https://sixteenventures.com/saas-marketing-lazy-deliberate">SaaS Marketing: Are you Lazy or Deliberate?</a> </li> <li> <a href="https://sixteenventures.com/saas-churn-revenue-customer">SaaS Churn: Measure Revenue or Customer Retention?</a> </li> <li> <a href="https://sixteenventures.com/random-saas-marketing">SaaS Marketing: Random Effort Yields Random Results</a> </li> <li> <a href="https://sixteenventures.com/saas-growth-hacking">SaaS Growth Hacking: An Interview with Lincoln Murphy</a> </li> <li> <a href="https://sixteenventures.com/saas-churn-podcast">Engagement is the key to lowering SaaS Churn</a> </li> <li> <a href="https://sixteenventures.com/saas-marketing-plan-growth-copyists">SaaS Marketing: Rise of the Growth Copyists?</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial-credit-card">SaaS Free Trial: Require a Credit Card to begin?</a> </li> <li> <a href="https://sixteenventures.com/ideal-customer">Who’s your ideal customer?</a> </li> <li> <a href="https://sixteenventures.com/saas-customer-success-eliminate-dead-ends">SaaS Customer Success: Eliminate ‘Dead Ends’ to Drive Engagement</a> </li> <li> <a href="https://sixteenventures.com/saas-customer-success-quick-wins">SaaS Customer Success: Start with Quick Wins</a> </li> <li> <a href="https://sixteenventures.com/saas-churn-threats">SaaS Churn Threats: Identify and Retain At-Risk Customers</a> </li> <li> <a href="https://sixteenventures.com/improve-saas-churn-rate-engagement">SaaS Churn Rate Improvement: Monitor and Drive Engagement</a> </li> <li> <a href="https://sixteenventures.com/saas-churn-rate-attract-right-customers">SaaS Churn Rate Reduction Starts with Attracting the Right Customers</a> </li> <li> <a href="https://sixteenventures.com/negative-saas-churn-rate">SaaS Churn Rate: Go Negative with Expansion Revenue</a> </li> <li> <a href="https://sixteenventures.com/saas-customer-onboarding-email">SaaS Customer Onboarding: 3 Steps to a Successful Welcome Email</a> </li> <li> <a href="https://sixteenventures.com/saas-competition">SaaS Market Positioning: How to Compete in Crowded Markets</a> </li> <li> <a href="https://sixteenventures.com/sell-itself">SaaS Marketing Plan: 5 Ways to Get your App to Sell Itself</a> </li> <li> <a href="https://sixteenventures.com/free-trial-metrics">Common Conversion Activities (CCA): SaaS Free Trial Metric</a> </li> <li> <a href="https://sixteenventures.com/saas-email-marketing">5 Rules for SaaS Email Marketing and Transactional Messages</a> </li> <li> <a href="https://sixteenventures.com/cloud-consultants">List of SaaS and Cloud Consultants and Analysts</a> </li> <li> <a href="https://sixteenventures.com/traffic-hacking">Growth Hacking: 43 Ways to Drive Traffic to your Website</a> </li> <li> <a href="https://sixteenventures.com/beta-pricing-examples">Beta Testing & Pricing: Examples (Video)</a> </li> <li> <a href="https://sixteenventures.com/beta-testing-pricing">Beta Testing & Pricing: A Hazardous Combination (Video)</a> </li> <li> <a href="https://sixteenventures.com/50-more-places-to-promote-your-saas-or-web-app">SaaS Marketing Plan: 100 Places to Promote Your App (Part 2)</a> </li> <li> <a href="https://sixteenventures.com/50-places-to-promote-your-app">SaaS Marketing Plan: 100 Places to Promote Your App (Part 1)</a> </li> <li> <a href="https://sixteenventures.com/b2b-saas-lies">SaaS Conversion Rate Lies: 97% won’t become customers, anyway</a> </li> <li> <a href="https://sixteenventures.com/develop-pricing-strategy">How to Develop your SaaS Pricing Model</a> </li> <li> <a href="https://sixteenventures.com/pivot-to-profit-ditch-freemium">Pivot to Profit: Ditch Freemium and Start Making Money</a> </li> <li> <a href="https://sixteenventures.com/customer-retention-profitability">SaaS Customer Retention is the key to Long-term Profitability</a> </li> <li> <a href="https://sixteenventures.com/customer-retention-growth-accelerator">SaaS Churn kills Growth; Customer Retention is a Growth Accelerator</a> </li> <li> <a href="https://sixteenventures.com/customer-retention-continual-realization-value">SaaS Customer Retention Requires Ongoing Realization of Value</a> </li> <li> <a href="https://sixteenventures.com/free-trials-not-just-for-startups">Free Trials: Not just for Startups or toy Web Apps</a> </li> <li> <a href="https://sixteenventures.com/one-dollar-trial">Why $1 Trials are a REALLY Bad Idea</a> </li> <li> <a href="https://sixteenventures.com/10x-price-increase">SaaS Pricing Model: How a 10x Price Increase lead to Happier Customers</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial-frustration">Free Trial Frustrations from a SaaS CEO</a> </li> <li> <a href="https://sixteenventures.com/self-service-free-trial">SaaS Free Trial: How Self-Service fits with a High-Touch Sales Process</a> </li> <li> <a href="https://sixteenventures.com/free-trial-increase-conversions">Simply Offering a SaaS Free Trial Increases Conversions</a> </li> <li> <a href="https://sixteenventures.com/free-trial-customer-qualification">SaaS Free Trial: Your Customer Qualification Machine</a> </li> <li> <a href="https://sixteenventures.com/when-to-optimize-free-trial">SaaS Free Trial Optimization: When to start?</a> </li> <li> <a href="https://sixteenventures.com/cloud-magic">7 Tips for Software Vendors Moving to the Cloud</a> </li> <li> <a href="https://sixteenventures.com/saas-transactional-email">How to keep App-generated Email from Being Marked Spam</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial-engagement">SaaS Free Trial: Confused Minds Don’t Buy</a> </li> <li> <a href="https://sixteenventures.com/free-trial-users">SaaS Free Trial Users are a Vanity Metric</a> </li> <li> <a href="https://sixteenventures.com/pricing-page-design-high-to-low">SaaS Pricing Page Design: Highest Price on the Left?</a> </li> <li> <a href="https://sixteenventures.com/saas-revenue-double">SaaS Conversion Rate: A Simple Trick to DOUBLE Your Revenue</a> </li> <li> <a href="https://sixteenventures.com/saas-pricing-strategy">SaaS Pricing Strategy: The 10x Rule</a> </li> <li> <a href="https://sixteenventures.com/phone-number-increase-conversions">Display a Phone Number to Increase Conversions?</a> </li> <li> <a href="https://sixteenventures.com/saas-affiliate-marketing">SaaS Affiliate Marketing: How-To Supercharge Your Growth</a> </li> <li> <a href="https://sixteenventures.com/improve-ppc-results">9 Ways to Instantly Improve Your PPC Results</a> </li> <li> <a href="https://sixteenventures.com/free-trial-optimization">Why SaaS Free Trial Optimization is So Important</a> </li> <li> <a href="https://sixteenventures.com/why-free-trials-fail">SaaS Free Trial: The #1 Reason You Fail to Convert Customers</a> </li> <li> <a href="https://sixteenventures.com/switch-from-reactive-free-trial">Switch from a Reactive to Proactive SaaS Free Trial</a> </li> <li> <a href="https://sixteenventures.com/shorter-free-trials">SaaS Free Trials: The Shorter the Better?</a> </li> <li> <a href="https://sixteenventures.com/saas-web-app-pricing-resource-guide">SaaS Pricing Models Resource Guide</a> </li> <li> <a href="https://sixteenventures.com/how-to-price-your-saas-or-web-app-advanced">SaaS Pricing: The Advanced Stuff</a> </li> <li> <a href="https://sixteenventures.com/how-to-price-your-saas-or-web-app-the-basics">SaaS Pricing: The Basics</a> </li> <li> <a href="https://sixteenventures.com/free-trial-dominator-for-saas-web-apps">SaaS and Web Apps: Increase Your Free Trial Conversion Rate</a> </li> <li> <a href="https://sixteenventures.com/free-trial-resource-guide">SaaS Free Trial Conversion Rate Optimization Resource Guide</a> </li> <li> <a href="https://sixteenventures.com/how-to-communicate-value">Where is Your Ideal Customer on the Awareness Ladder?</a> </li> <li> <a href="https://sixteenventures.com/your-biggest-issue-saas-web-app">What’s the biggest issue you’re dealing with right now?</a> </li> <li> <a href="https://sixteenventures.com/improve-free-trial-conversions">Your Signup Form is Hurting Your Free Trial Conversions!</a> </li> <li> <a href="https://sixteenventures.com/freemium-free-trials">How to Offer Both Freemium and Free Trials</a> </li> <li> <a href="https://sixteenventures.com/secret-to-reducing-churn">SaaS Customer Retention: The Secret to Reducing your Churn Rate</a> </li> <li> <a href="https://sixteenventures.com/saas-vendor-challenges-2012">What’s Your Biggest Challenge in 2012?</a> </li> <li> <a href="https://sixteenventures.com/average-free-trial-conversion-rate">Average Free Trial Conversion Rates… and why they don’t matter</a> </li> <li> <a href="https://sixteenventures.com/ideal-free-trial-length">What’s the Ideal SaaS Free Trial Length?</a> </li> <li> <a href="https://sixteenventures.com/free-trial-conversion-ideas">Year-End Free Trial Conversion Ideas</a> </li> <li> <a href="https://sixteenventures.com/freemium-not-just-for-startups">Freemium isn’t just for “Startups with Nothing to Lose”</a> </li> <li> <a href="https://sixteenventures.com/classical-freemium-doesnt-exist-at-scale">Classical Freemium Doesn’t Exist At Scale</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial-signup-form-common-problems">SaaS Free Trials: Common Problems with Sign-up Forms</a> </li> <li> <a href="https://sixteenventures.com/saas-vendors-focus-on-people-not-features">Focus on People, not Features, in 2012 (Happy Holidays!)</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial-secrets">The Free Trial Secrets of 100’s of SaaS vendors… just for you</a> </li> <li> <a href="https://sixteenventures.com/saas-pricing-page-optimization">SaaS & Web Apps: Optimize Your Pricing Page for 2012</a> </li> <li> <a href="https://sixteenventures.com/retention-churn-reduction-resource-guide">SaaS Customer Success Experts Resource Guide</a> </li> </ul> </div></div> <div id="search-3" class="widget widget_search"><div class="widget-wrap"><form method="get" class="searchform search-form" action="https://sixteenventures.com/" role="search" ><input type="text" value="Search this website …" name="s" class="s search-input" onfocus="if ('Search this website …' === this.value) {this.value = '';}" onblur="if ('' === this.value) {this.value = 'Search this website …';}" /><input type="submit" class="searchsubmit search-submit" value="Search" /></form></div></div> <div id="block-8" class="widget widget_block widget_recent_entries"><div class="widget-wrap"><ul class="wp-block-latest-posts__list wp-block-latest-posts"><li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/opt-in-vs-opt-out-trials">Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/beyond-transactions">From Transactions to Relationships: Unleashing Customer Potential with AX</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/renewal-psychology">Renewal Psychology: From an Adversarial Process to a Celebration of Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/pods-customer-success-sales">Pods in Customer Success vs. Sales: A Side-by-Side Comparison</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/csm-pods">The Role of Pods in CSM Coverage Models: The Evolving Landscape</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/csm-pool">Pooled CSMs: Benefits, Challenges, and Requirements for Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-touch-levels">Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/goal-discovery-framework">The Goal Discovery Framework for Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/storytelling-in-customer-success">Storytelling in Customer Success: Use the Power of Goal Discovery</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-capacity-planning">Customer Success Scaling: Capacity Planning and Resource Allocation</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/keeping-customers-engaged">Bridging the Engagement Gap: Keeping Customers Actively Invested</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/advocacly-flywheel-social-proof">Build a Social Proof Machine: Consistently Generate Real Advocates at Scale</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/earned-advocacy-social-proof">The Untapped Potential of Social Proof through Earned Advocacy</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/metrics-to-meaning">From KPIs to Connection: Transforming Metrics Into Meaningful Relationships</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/email-tactics">5 Outdated Email Tactics You Need to Abandon in 2024</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/value-of-customer-success">Every Department Must Recognize the Value of Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/reactive-to-proactive-retention">Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/usage-customer-success">Why High Usage Doesn’t Guarantee Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/scaling-cs-team">Scaling Your Customer Success Team Without Losing Control</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/goal-alignment">The Art and Science of Continuous Goal Alignment in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/goal-discovery">Goal Discovery: The Essential Task You Never Had Time for (Until Now!)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-sales-alignment-2">Aligning Customer Success and Sales: Bridging the Great Divide</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/motivating-action">Motivating Action: The Hard Truth of Driving Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-retention-analysis">Customer Retention: Proactive, Reactive, and At-Risk Analysis</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/partner-success-strategy">Navigating Partner Success in a Multi-Channel World</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/csm-customer-allocation">Unlocking Potential: How to Allocate Customers to CSMs</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/coverage-segments">AX-Based Coverage Segments: Customer Success Evolved</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/revops-evolved">RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/engagement-rate">Redefining Email Engagement: New Metrics for a New Era (2024)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/classify-churn">Understand, Classify, and Effectively Analyze Churn</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-negotiations">Customer Negotiation: Discounts, Retention, and Value</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/objection-handling">The Art of Objection Handling in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/sell-to-existing-customers">Driving Exponential Growth: The Art of Selling to Existing Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/nrr-panic-the-rollercoaster-ride-you-never-saw-coming">NRR Panic: The Rollercoaster Ride You Never Saw Coming</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/motivation-vs-discipline-how-knowing-the-difference-skyrockets-customer-engagement">Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/why-csm-positioning-is-so-important-and-how-to-fix-it">Why CSM Positioning is so Important (and How to Fix it)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-status-the-hidden-motivator-you-cant-ignore">Customer Status: The Hidden Motivator You Can’t Ignore</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/the-power-of-curiosity-in-customer-success">The Power of Curiosity in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/creating-customer-success-playbooks-with-chatgpt">Creating Customer Success Playbooks with ChatGPT</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/chatgpt-or-bing-customer-success">ChatGPT or Bing: Which AI Tool is Best for Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-chatgpt">Customer Success Pros: Stay Ahead of the Game with ChatGPT</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/chatgpt-customer-success">ChatGPT in Customer Success: Generative Output to Desired Outcome</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/stop-teaching-your-customers-to-ignore-you">Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/chatgpt-is-a-customer-success-game-changer">ChatGPT is a Customer Success Game-Changer</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/account-expansion">Growth Unlocked: The Key to Exponential Account Expansion</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-definition">Customer Success: Defined (2024)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/free-trials-onboarding">Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-consistency-2">The Importance of Consistency in Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-nrr">The Real Reason Your Company Invests in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customers-hate-three-things">Customers Hate These 3 Things (and How to Avoid Them)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/world-class-csm">The 5 Secrets of World-class Customer Success Managers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/design-customer-onboarding-process">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/eliminate-churn">Eliminate Churn Forever in 5 Simple Steps</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/churn-reason-analysis">Customer Success: The Lost Art of Churn Reason Analysis</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/quantify-bad-fit-customers">Customer Success: How to Quantify the Impact of Bad-fit Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-process">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/sales-to-csm-handoff">Designing a Sales-to-CSM Handoff that Actually Works</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/saas-churn-rate">What is a good SaaS Churn Rate?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/cac-efficiency">Achieve Exponential Growth by Focusing on CAC Efficiency</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/ttfv-sales-kpi">TTFV as a Sales KPI to Drive Engagement and Expansion</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-ttfv">Time to First Value (TTFV) is a Customer Onboarding Goal</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-aha-wtf">Customer Onboarding: AHA! or WTF?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/emotional-disconnect-onboarding">Emotional Disconnect During Customer Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/ghosting-during-onboarding">Bad Sales Handoffs Cause Customers to Ghost During Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-actually-ghosting">How to Know if Customers are Actually Ghosting you</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/why-customers-ghost">Why Customers Ghost you</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-basics">The Basics of Customer Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/success-potential-start">Success Potential: Real Customer Success Starts Here</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/expansion-unsuccessful">Account Expansion: How to Upsell Unsuccessful Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/no-expansion-bad-sign">Customer Growth: Why Lack Of Expansion Is A Really Bad Sign</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/expansion-grow-fast">Account Expansion: If You Want To Grow Fast, Do This…</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/upselling-trust">Customer Growth: Upselling Hurts Trust (When You Do It Wrong)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-growth-expansion">Customer Growth: The Difference between Sales and Expansion</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/beast-message-framework">Introducing the BEAST Message Framework for Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/communication-model">Introducing the Customer Engagement Communication Model</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/churn-classification">Churn Classification Framework For Customer Success Management (2024 Update)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/sales-customer-success">Customer Success and Sales: Why the Latter determines the Former</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/appropriate-experience-required">Appropriate Experience is Required for Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-kpi">What Are The Best Customer Success KPIs?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/upstream-problems">You Can’t Solve Upstream Problems Down Stream</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-simple">Customer Success is a Simple Concept (Don’t Overthink It)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-frameworks">Customer Success can’t fit into Existing Frameworks</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customers-not-problems">Those aren’t Problems. Those are Customers!</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-onboarding-overwhelm">Customer Onboarding Success Secret: Don’t Overwhelm Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-qbr">A QBR is NOT Required for Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/importance-of-customer-onboarding">Customer Success: The Importance of User or Customer Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-management-roles">How to Define Roles in Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-high-low-no-touch-segmentation">Customer Success: High/Low/No Touch Customer Segmentation</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-high-low-no-touch-onboarding">Customer Success: Incorporating High/Low/No Touch into Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-sales-segmentation">Customer Success: How to help Salespeople with Customer Segmentation</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-focus">Customer Success: Determining Which Customers on which to Focus</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-who-handles-upsells">Customer Success: Who Should Handle Upsells?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-reset-mismanaged-expectations">Customer Success: How to Reset Mismanaged Expectations</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-lifecycle-engagement">Customer Success: Customer Engagement Across the Entire Lifecycle</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-non-tech">Customer Success: Working with Customers that don’t like Technology</a></li> </ul></div></div> <div id="block-10" class="widget widget_block widget_recent_entries"><div class="widget-wrap"><ul class="wp-block-latest-posts__list wp-block-latest-posts"><li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/opt-in-vs-opt-out-trials">Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/beyond-transactions">From Transactions to Relationships: Unleashing Customer Potential with AX</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/renewal-psychology">Renewal Psychology: From an Adversarial Process to a Celebration of Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/pods-customer-success-sales">Pods in Customer Success vs. Sales: A Side-by-Side Comparison</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/csm-pods">The Role of Pods in CSM Coverage Models: The Evolving Landscape</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/csm-pool">Pooled CSMs: Benefits, Challenges, and Requirements for Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-touch-levels">Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/goal-discovery-framework">The Goal Discovery Framework for Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/storytelling-in-customer-success">Storytelling in Customer Success: Use the Power of Goal Discovery</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-capacity-planning">Customer Success Scaling: Capacity Planning and Resource Allocation</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/keeping-customers-engaged">Bridging the Engagement Gap: Keeping Customers Actively Invested</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/advocacly-flywheel-social-proof">Build a Social Proof Machine: Consistently Generate Real Advocates at Scale</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/earned-advocacy-social-proof">The Untapped Potential of Social Proof through Earned Advocacy</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/metrics-to-meaning">From KPIs to Connection: Transforming Metrics Into Meaningful Relationships</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/email-tactics">5 Outdated Email Tactics You Need to Abandon in 2024</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/value-of-customer-success">Every Department Must Recognize the Value of Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/reactive-to-proactive-retention">Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/usage-customer-success">Why High Usage Doesn’t Guarantee Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/scaling-cs-team">Scaling Your Customer Success Team Without Losing Control</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/goal-alignment">The Art and Science of Continuous Goal Alignment in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/goal-discovery">Goal Discovery: The Essential Task You Never Had Time for (Until Now!)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-sales-alignment-2">Aligning Customer Success and Sales: Bridging the Great Divide</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/motivating-action">Motivating Action: The Hard Truth of Driving Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-retention-analysis">Customer Retention: Proactive, Reactive, and At-Risk Analysis</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/partner-success-strategy">Navigating Partner Success in a Multi-Channel World</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/csm-customer-allocation">Unlocking Potential: How to Allocate Customers to CSMs</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/coverage-segments">AX-Based Coverage Segments: Customer Success Evolved</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/revops-evolved">RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/engagement-rate">Redefining Email Engagement: New Metrics for a New Era (2024)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/classify-churn">Understand, Classify, and Effectively Analyze Churn</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-negotiations">Customer Negotiation: Discounts, Retention, and Value</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/objection-handling">The Art of Objection Handling in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/sell-to-existing-customers">Driving Exponential Growth: The Art of Selling to Existing Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/nrr-panic-the-rollercoaster-ride-you-never-saw-coming">NRR Panic: The Rollercoaster Ride You Never Saw Coming</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/motivation-vs-discipline-how-knowing-the-difference-skyrockets-customer-engagement">Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/why-csm-positioning-is-so-important-and-how-to-fix-it">Why CSM Positioning is so Important (and How to Fix it)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-status-the-hidden-motivator-you-cant-ignore">Customer Status: The Hidden Motivator You Can’t Ignore</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/the-power-of-curiosity-in-customer-success">The Power of Curiosity in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/creating-customer-success-playbooks-with-chatgpt">Creating Customer Success Playbooks with ChatGPT</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/chatgpt-or-bing-customer-success">ChatGPT or Bing: Which AI Tool is Best for Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-chatgpt">Customer Success Pros: Stay Ahead of the Game with ChatGPT</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/chatgpt-customer-success">ChatGPT in Customer Success: Generative Output to Desired Outcome</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/stop-teaching-your-customers-to-ignore-you">Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/chatgpt-is-a-customer-success-game-changer">ChatGPT is a Customer Success Game-Changer</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/account-expansion">Growth Unlocked: The Key to Exponential Account Expansion</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-definition">Customer Success: Defined (2024)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/free-trials-onboarding">Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-consistency-2">The Importance of Consistency in Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-nrr">The Real Reason Your Company Invests in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customers-hate-three-things">Customers Hate These 3 Things (and How to Avoid Them)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/world-class-csm">The 5 Secrets of World-class Customer Success Managers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/design-customer-onboarding-process">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/eliminate-churn">Eliminate Churn Forever in 5 Simple Steps</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/churn-reason-analysis">Customer Success: The Lost Art of Churn Reason Analysis</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/quantify-bad-fit-customers">Customer Success: How to Quantify the Impact of Bad-fit Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-process">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/sales-to-csm-handoff">Designing a Sales-to-CSM Handoff that Actually Works</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/saas-churn-rate">What is a good SaaS Churn Rate?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/cac-efficiency">Achieve Exponential Growth by Focusing on CAC Efficiency</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/ttfv-sales-kpi">TTFV as a Sales KPI to Drive Engagement and Expansion</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-ttfv">Time to First Value (TTFV) is a Customer Onboarding Goal</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-aha-wtf">Customer Onboarding: AHA! or WTF?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/emotional-disconnect-onboarding">Emotional Disconnect During Customer Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/ghosting-during-onboarding">Bad Sales Handoffs Cause Customers to Ghost During Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-actually-ghosting">How to Know if Customers are Actually Ghosting you</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/why-customers-ghost">Why Customers Ghost you</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-basics">The Basics of Customer Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/success-potential-start">Success Potential: Real Customer Success Starts Here</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/expansion-unsuccessful">Account Expansion: How to Upsell Unsuccessful Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/no-expansion-bad-sign">Customer Growth: Why Lack Of Expansion Is A Really Bad Sign</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/expansion-grow-fast">Account Expansion: If You Want To Grow Fast, Do This…</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/upselling-trust">Customer Growth: Upselling Hurts Trust (When You Do It Wrong)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-growth-expansion">Customer Growth: The Difference between Sales and Expansion</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/beast-message-framework">Introducing the BEAST Message Framework for Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/communication-model">Introducing the Customer Engagement Communication Model</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/churn-classification">Churn Classification Framework For Customer Success Management (2024 Update)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/sales-customer-success">Customer Success and Sales: Why the Latter determines the Former</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/appropriate-experience-required">Appropriate Experience is Required for Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-kpi">What Are The Best Customer Success KPIs?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/upstream-problems">You Can’t Solve Upstream Problems Down Stream</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-simple">Customer Success is a Simple Concept (Don’t Overthink It)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-frameworks">Customer Success can’t fit into Existing Frameworks</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customers-not-problems">Those aren’t Problems. Those are Customers!</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-onboarding-overwhelm">Customer Onboarding Success Secret: Don’t Overwhelm Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-qbr">A QBR is NOT Required for Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/importance-of-customer-onboarding">Customer Success: The Importance of User or Customer Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-management-roles">How to Define Roles in Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-high-low-no-touch-segmentation">Customer Success: High/Low/No Touch Customer Segmentation</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-high-low-no-touch-onboarding">Customer Success: Incorporating High/Low/No Touch into Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-sales-segmentation">Customer Success: How to help Salespeople with Customer Segmentation</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-focus">Customer Success: Determining Which Customers on which to Focus</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-who-handles-upsells">Customer Success: Who Should Handle Upsells?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-reset-mismanaged-expectations">Customer Success: How to Reset Mismanaged Expectations</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-lifecycle-engagement">Customer Success: Customer Engagement Across the Entire Lifecycle</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-non-tech">Customer Success: Working with Customers that don’t like Technology</a></li> </ul></div></div> <div id="block-12" class="widget widget_block widget_recent_entries"><div class="widget-wrap"><ul class="wp-block-latest-posts__list wp-block-latest-posts"><li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/opt-in-vs-opt-out-trials">Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/beyond-transactions">From Transactions to Relationships: Unleashing Customer Potential with AX</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/renewal-psychology">Renewal Psychology: From an Adversarial Process to a Celebration of Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/pods-customer-success-sales">Pods in Customer Success vs. Sales: A Side-by-Side Comparison</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/csm-pods">The Role of Pods in CSM Coverage Models: The Evolving Landscape</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/csm-pool">Pooled CSMs: Benefits, Challenges, and Requirements for Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-touch-levels">Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/goal-discovery-framework">The Goal Discovery Framework for Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/storytelling-in-customer-success">Storytelling in Customer Success: Use the Power of Goal Discovery</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-capacity-planning">Customer Success Scaling: Capacity Planning and Resource Allocation</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/keeping-customers-engaged">Bridging the Engagement Gap: Keeping Customers Actively Invested</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/advocacly-flywheel-social-proof">Build a Social Proof Machine: Consistently Generate Real Advocates at Scale</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/earned-advocacy-social-proof">The Untapped Potential of Social Proof through Earned Advocacy</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/metrics-to-meaning">From KPIs to Connection: Transforming Metrics Into Meaningful Relationships</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/email-tactics">5 Outdated Email Tactics You Need to Abandon in 2024</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/value-of-customer-success">Every Department Must Recognize the Value of Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/reactive-to-proactive-retention">Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/usage-customer-success">Why High Usage Doesn’t Guarantee Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/scaling-cs-team">Scaling Your Customer Success Team Without Losing Control</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/goal-alignment">The Art and Science of Continuous Goal Alignment in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/goal-discovery">Goal Discovery: The Essential Task You Never Had Time for (Until Now!)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-sales-alignment-2">Aligning Customer Success and Sales: Bridging the Great Divide</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/motivating-action">Motivating Action: The Hard Truth of Driving Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-retention-analysis">Customer Retention: Proactive, Reactive, and At-Risk Analysis</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/partner-success-strategy">Navigating Partner Success in a Multi-Channel World</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/csm-customer-allocation">Unlocking Potential: How to Allocate Customers to CSMs</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/coverage-segments">AX-Based Coverage Segments: Customer Success Evolved</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/revops-evolved">RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/engagement-rate">Redefining Email Engagement: New Metrics for a New Era (2024)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/classify-churn">Understand, Classify, and Effectively Analyze Churn</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-negotiations">Customer Negotiation: Discounts, Retention, and Value</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/objection-handling">The Art of Objection Handling in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/sell-to-existing-customers">Driving Exponential Growth: The Art of Selling to Existing Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/nrr-panic-the-rollercoaster-ride-you-never-saw-coming">NRR Panic: The Rollercoaster Ride You Never Saw Coming</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/motivation-vs-discipline-how-knowing-the-difference-skyrockets-customer-engagement">Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/why-csm-positioning-is-so-important-and-how-to-fix-it">Why CSM Positioning is so Important (and How to Fix it)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-status-the-hidden-motivator-you-cant-ignore">Customer Status: The Hidden Motivator You Can’t Ignore</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/the-power-of-curiosity-in-customer-success">The Power of Curiosity in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/creating-customer-success-playbooks-with-chatgpt">Creating Customer Success Playbooks with ChatGPT</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/chatgpt-or-bing-customer-success">ChatGPT or Bing: Which AI Tool is Best for Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-chatgpt">Customer Success Pros: Stay Ahead of the Game with ChatGPT</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/chatgpt-customer-success">ChatGPT in Customer Success: Generative Output to Desired Outcome</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/stop-teaching-your-customers-to-ignore-you">Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/chatgpt-is-a-customer-success-game-changer">ChatGPT is a Customer Success Game-Changer</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/account-expansion">Growth Unlocked: The Key to Exponential Account Expansion</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-definition">Customer Success: Defined (2024)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/free-trials-onboarding">Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-consistency-2">The Importance of Consistency in Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-nrr">The Real Reason Your Company Invests in Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customers-hate-three-things">Customers Hate These 3 Things (and How to Avoid Them)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/world-class-csm">The 5 Secrets of World-class Customer Success Managers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/design-customer-onboarding-process">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/eliminate-churn">Eliminate Churn Forever in 5 Simple Steps</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/churn-reason-analysis">Customer Success: The Lost Art of Churn Reason Analysis</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/quantify-bad-fit-customers">Customer Success: How to Quantify the Impact of Bad-fit Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-process">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/sales-to-csm-handoff">Designing a Sales-to-CSM Handoff that Actually Works</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/saas-churn-rate">What is a good SaaS Churn Rate?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/cac-efficiency">Achieve Exponential Growth by Focusing on CAC Efficiency</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/ttfv-sales-kpi">TTFV as a Sales KPI to Drive Engagement and Expansion</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-ttfv">Time to First Value (TTFV) is a Customer Onboarding Goal</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-aha-wtf">Customer Onboarding: AHA! or WTF?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/emotional-disconnect-onboarding">Emotional Disconnect During Customer Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/ghosting-during-onboarding">Bad Sales Handoffs Cause Customers to Ghost During Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-actually-ghosting">How to Know if Customers are Actually Ghosting you</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/why-customers-ghost">Why Customers Ghost you</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-onboarding-basics">The Basics of Customer Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/success-potential-start">Success Potential: Real Customer Success Starts Here</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/expansion-unsuccessful">Account Expansion: How to Upsell Unsuccessful Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/no-expansion-bad-sign">Customer Growth: Why Lack Of Expansion Is A Really Bad Sign</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/expansion-grow-fast">Account Expansion: If You Want To Grow Fast, Do This…</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/upselling-trust">Customer Growth: Upselling Hurts Trust (When You Do It Wrong)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-growth-expansion">Customer Growth: The Difference between Sales and Expansion</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/beast-message-framework">Introducing the BEAST Message Framework for Customer Engagement</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/communication-model">Introducing the Customer Engagement Communication Model</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/churn-classification">Churn Classification Framework For Customer Success Management (2024 Update)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/sales-customer-success">Customer Success and Sales: Why the Latter determines the Former</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/appropriate-experience-required">Appropriate Experience is Required for Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-kpi">What Are The Best Customer Success KPIs?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/upstream-problems">You Can’t Solve Upstream Problems Down Stream</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-simple">Customer Success is a Simple Concept (Don’t Overthink It)</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-frameworks">Customer Success can’t fit into Existing Frameworks</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customers-not-problems">Those aren’t Problems. Those are Customers!</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-onboarding-overwhelm">Customer Onboarding Success Secret: Don’t Overwhelm Customers</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-qbr">A QBR is NOT Required for Customer Success</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/importance-of-customer-onboarding">Customer Success: The Importance of User or Customer Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-management-roles">How to Define Roles in Customer Success Management</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-high-low-no-touch-segmentation">Customer Success: High/Low/No Touch Customer Segmentation</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-high-low-no-touch-onboarding">Customer Success: Incorporating High/Low/No Touch into Onboarding</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-sales-segmentation">Customer Success: How to help Salespeople with Customer Segmentation</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-focus">Customer Success: Determining Which Customers on which to Focus</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-who-handles-upsells">Customer Success: Who Should Handle Upsells?</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-reset-mismanaged-expectations">Customer Success: How to Reset Mismanaged Expectations</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-lifecycle-engagement">Customer Success: Customer Engagement Across the Entire Lifecycle</a></li> <li><a class="wp-block-latest-posts__post-title" href="https://sixteenventures.com/customer-success-non-tech">Customer Success: Working with Customers that don’t like Technology</a></li> </ul></div></div> <div id="text-3" class="widget widget_text"><div class="widget-wrap"> <div class="textwidget"><a href="http://sixteenventures.com/terms-of-service">Terms of Service</a> | <a href="http://sixteenventures.com/privacy">Privacy Policy</a> | <a href="http://sixteenventures.com/contact">Contact Us</a></div> </div></div> </div></div></div></div><div id="footer" class="footer"><div class="wrap"><div class="gototop"><p><a href="#wrap" rel="nofollow">Return to top of page</a></p></div><div class="creds"><p>Copyright© 2008-2022 Lincoln Murphy. All Rights Reserved.</p></div></div></div></div> <script type="text/javascript"> function genesisBlocksShare( url, title, w, h ){ var left = ( window.innerWidth / 2 )-( w / 2 ); var top = ( window.innerHeight / 2 )-( h / 2 ); return window.open(url, title, 'toolbar=no, location=no, directories=no, status=no, menubar=no, scrollbars=no, resizable=no, copyhistory=no, width=600, height=600, top='+top+', left='+left); } </script> <script type="text/javascript"> (function() { window._pa = window._pa || {}; // _pa.orderId = "myOrderId"; // OPTIONAL: attach unique conversion identifier to conversions // _pa.revenue = "19.99"; // OPTIONAL: attach dynamic purchase values to conversions // _pa.productId = "myProductId"; // OPTIONAL: Include product ID for use with dynamic ads var pa = document.createElement('script'); pa.type = 'text/javascript'; pa.async = true; pa.src = ('https:' == document.location.protocol ? 'https:' : 'http:') + "//tag.perfectaudience.com/serve/55076b047dcb2dfd6500003c.js"; var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(pa, s); })(); </script>   <script type="text/javascript"> var google_tag_params = { dynx_itemid: 'REPLACE_WITH_VALUE', dynx_itemid2: 'REPLACE_WITH_VALUE', dynx_pagetype: 'REPLACE_WITH_VALUE', dynx_totalvalue: 'REPLACE_WITH_VALUE', }; </script> <script type="text/javascript"> /* <![CDATA[ */ var google_conversion_id = 968474970; var google_custom_params = window.google_tag_params; var google_remarketing_only = true; /* ]]> */ </script> <script type="text/javascript" src="//www.googleadservices.com/pagead/conversion.js"> </script> <noscript> <div style="display:inline;"> <img height="1" width="1" style="border-style:none;" alt="" src="//googleads.g.doubleclick.net/pagead/viewthroughconversion/968474970/?value=0&guid=ON&script=0"/> </div> </noscript>  <script src="//platform.twitter.com/oct.js" type="text/javascript"></script> <script type="text/javascript">twttr.conversion.trackPid('nuw2k', { tw_sale_amount: 0, tw_order_quantity: 0 });</script> <noscript> <img height="1" width="1" style="display:none;" alt="" src="https://analytics.twitter.com/i/adsct?txn_id=nuw2k&p_id=Twitter&tw_sale_amount=0&tw_order_quantity=0" /> <img height="1" width="1" style="display:none;" alt="" src="//t.co/i/adsct?txn_id=nuw2k&p_id=Twitter&tw_sale_amount=0&tw_order_quantity=0" /> </noscript>  <script type="text/javascript"> _linkedin_data_partner_id = "194386"; </script><script type="text/javascript"> (function(){var s = document.getElementsByTagName("script")[0]; var b = document.createElement("script"); b.type = "text/javascript";b.async = true; b.src = "https://snap.licdn.com/li.lms-analytics/insight.min.js"; s.parentNode.insertBefore(b, s);})(); </script> <noscript> <img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=194386&fmt=gif" /> </noscript> <div id="amp-mobile-version-switcher" hidden> <a rel="" href="https://sixteenventures.com/customer-onboarding-process?amp=1"> Go to mobile version </a> </div> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/honeypot/includes/js/wpa.js?ver=2.2.05" id="wpascript-js"></script> <script type="text/javascript" id="wpascript-js-after"> /* <![CDATA[ */ wpa_field_info = {"wpa_field_name":"bqxdwk9195","wpa_field_value":653511,"wpa_add_test":"no"} /* ]]> */ </script> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/spidrweb-tools/js/spidrweb-tools-script.js?ver=1.0.2" id="spidrweb-tools-script-js"></script> <script type="text/javascript" src="https://widgetlogic.org/v2/js/data.js?t=1732708800&ver=6.0.0" id="widget-logic_live_match_widget-js"></script> <script type="text/javascript" src="https://sixteenventures.com/wp-content/plugins/genesis-blocks/dist/assets/js/dismiss.js?ver=1720778534" id="genesis-blocks-dismiss-js-js"></script> </body></html>