Mauro Ronci

Learnings on Customer Success and Leadership

Category: Customer Success

  • Building Bridges with the CFO

    Building Bridges with the CFO

    Conduct monthly meetings with your company’s revenue owner (typically the CFO). Customer Success plays a crucial role in reducing churn and generating revenue (through upsells) for SaaS companies. This influence on key financial metrics can significantly impact the CFO’s role, both positively and negatively. To achieve great Company goals, the CS team should reciprocate by…

  • Standardize or Customize? The Customer Success Balancing Act

    Standardize or Customize? The Customer Success Balancing Act

    The age-old question: standardization or customization? Standardization offers scalability, but at the cost of a personalized customer experience. Conversely, customization creates memorable interactions, but can sacrifice efficiency and cost-effectiveness. As a Customer Success Leader, this is one of the biggest challenges I’ve faced, and it’s certainly not an easy one. My Three Recommendations:

  • Customer Success: The Long Game

    Customer Success: The Long Game

    Making your customers successful can sometimes involve tackling imperfections in their own processes. Lack of communication between stakeholders and overly complex workflows are just some of the hurdles a customer success rep might encounter when implementing a product and ensuring customer adoption. Initially, it’s natural for some team members to feel apprehensive about offering advices…