ezRACI Blog
Customer Success Planning
Customer success (CS) is a business strategy that focuses on helping customers achieve their goals using a company’s products or services. To create and execute an effective CS strategy, an organization must consider its end-to-end customer journey, which includes many individuals, teams, and departments.
Customer success (CS) is a business strategy that focuses on helping customers achieve their goals using a company’s products or services. To create and execute an effective CS strategy, an organization must consider its end-to-end customer journey, which includes many individuals, teams, and departments. An old-fashioned RACI (Responsible, Accountable, Consulted, Informed) matrix is leveraged by many small and large organizations alike. Take your Customer Success business strategy to the next level with modern RACI and Gannt Software.
Better Together: Why Gainsight is Better with ezRACI
Customer Success platforms have come a long way. But here’s the thing: most of this orchestration happens behind the scenes—within your internal CS team.
The CSM's Guide to Risk Management: A 360° Playbook for Preventing Revenue Loss and Maximizing Customer Outcomes
In the high-stakes world of B2B SaaS, Customer Success Managers (CSMs) walk a delicate tightrope. They are responsible not just for delivering value and managing relationships, but also for protecting revenue and identifying early warning signs that could threaten a customer’s long-term satisfaction. Yet, managing customer risk is more nuanced than ever. It’s no longer about waiting for a churn signal — it’s about reading the signals before they become a crisis.
The CSM’s Step-by-Step Recovery Plan: How to Save a Customer on the Brink of Churn
When a customer begins evaluating a competing product, especially after expressing dissatisfaction with support and undergoing a leadership change, it's a pivotal moment for any Customer Success Manager (CSM). This isn’t just a renewal challenge—it’s a chance to reinforce your value, strengthen strategic alignment, and re-establish trust.
The Internal Conflict: A Modern CSM's Guide to Navigating Cross-Functional Chaos
Why clarity of roles, expectations, and ownership must be enforced with a RACI model — before burnout takes over your Customer Success team.
The Ultimate Guide to Customer Success Management in the Modern Era
How to Extend the Power of Gainsight, Totango, and ZeroChurn with RACI-Based Collaboration. Customer Success Managers (CSMs) have transformed into one of the most mission-critical roles in any tech-forward organization. Their responsibilities have expanded far beyond onboarding and relationship management. Today, CSMs wear multiple hats: they’re project managers, product advocates, data interpreters, support liaisons, and sometimes even psychologists.
How to Integrate Gainsight with ezRACI to Drive Shared Accountability and True Customer Success
As Customer Success evolves from a "nice to have" into a critical growth function, the pressure on CSMs to drive adoption, prove ROI, and retain revenue is at an all-time high. Yet, even with modern tools like Gainsight, Totango, or ChurnZero, many CSMs hit a wall. Why? Because true Customer Success happens outside of your organization—and that’s where most CS tools fall short.
Why Every CSM Should Start the Customer Journey with ezRACI — Not an XLS
If you’re a Customer Success Manager (CSM) in SaaS, you’ve likely experienced it: a kick off call where nobody is quite sure who is doing what, a product install that is stalled out because the customer's internal IT team wasn't looped in early enough, or an instructor-led training that as scheduled, but nobody registered because enablement was never assigned as owner.
Benchmarking SaaS Subscription Renewal Rates: Trends, Industry Insights, and Strategies for Long-Term Retention
In today’s hyper-competitive software-as-a-service (SaaS) landscape, subscription renewals are far more than just a line item on a revenue report — they are the true measure of product value, customer satisfaction, and business sustainability. While acquiring new customers is essential for growth, retaining existing customers is what defines long-term success.
The White Glove Guide to Support Ticket Management for CSMs: How to Navigate Risk, Delight Customers, and Eliminate Churn-Causing Friction
Support tickets are more than just operational issues — they are micro-moments of truth in the customer journey. When handled poorly, they become bottlenecks to value realization, hidden churn signals, and points of tension between customers and the teams tasked with serving them. Yet more often than not, Customer Success Managers (CSMs) are caught in the middle — translating, chasing, escalating, and apologizing.