While there’s been a lot written (and debated on) the topic of how many accounts or how much revenue a Customer Success Manager should own, there’s been relatively little discussion on how many CSMs a Manager of Customer Success should oversee. Startups grow organically… Continue Reading
“Great by Choice” is a bestselling work by the popular writer Jim Collins, whose other business books include: “Good to Great”, and “Built to Last”. I’ve skimmed Jim Collins’ books in the past, but what drove me to finally sit… Continue Reading
We all know the current situation we find ourselves in is unprecedented, and that many people’s lives and livelihoods have been fundamentally altered. Those of us fortunate enough to still have a job are grappling with uncertainty and insecurity- especially… Continue Reading
If you’ve made it past the headline, I probably don’t need to tell you burnout is a serious concern for individuals and employers. While burnout isn’t a new phenomenon (I was surprised to find the arguments in this 2016 post… Continue Reading
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