Product workflows have a major impact on customer experience. They’re scalable, touch every user, and are measurable and data-driven. But customers often dismiss our best attempts at self-navigated trainings or in-app tooltips because they feel disruptive or irrelevant. Customer Success… Continue Reading
We’re confronted with change in a hundred different ways on a daily basis. A street on your morning commute is closed so you take a detour, your manager assigns you to a newly closed account, or your flight is delayed.… Continue Reading
This post is a summary of a presentation- curious to know what you think of this alternative format. What is churn? Churn fundamentally represents a failure to meet a customer’s goals and expectations for a product or service. How to… Continue Reading
SaaS companies and buyers are well aware of ways the flywheel model has changed go-to-market strategies. Companies leveraging this bottoms-up approach focus on the end user experience, which has meant they’re less likely to employ sales-led or marketing-led tactics. Virality and scale… Continue Reading
What is Customer Success? The core responsibility of a Customer Success team is to drive success to the customers they work with (sometimes titles are spot on). How can you translate this into practice? First, define what success means for your… Continue Reading
For the 7th year, David Skok has published the findings from his annual survey of privately held SaaS companies. And just like the previous 4 years, I’m here to highlight the impact these trends could have on Customer Success teams… Continue Reading
Help sites at a minimum explain how to use something. There’s usually a FAQ section, a few details about how to reset your password, and so on. Exceptional help sites go a step further and actually explain why you should… Continue Reading
The mission statement of Customer Success is simple: ensure customers realize value from your products or services. A defining characteristic that separates Customer Success from Customer Support is being proactive in delivering that value. And allocating additional resources towards your customer’s long-term success pays… Continue Reading
“The Challenger Customer” is a follow-up to the CEB team’s widely popular “The Challenger Sale”. The authors build on their existing challenger sales model which looks at the relationship between buyer/ seller, and turn their attention to how group dynamics… Continue Reading
The past 15 years have seen a massive shift in the tech industry where million dollar, multi-year, on-premise deals have given way to try-before-you-buy SaaS contracts, delivered through the cloud. As part of this shift tech companies have had to… Continue Reading