What’s your margin contribution for your company and your customers? We are in the midst, or perhaps just the beginning of a
The one thing millionaire Nick Mehta got wrong
I read Nick Mehta’s article “The One Thing Billionaire Frank Slootman Got Wrong” commenting on @Frank Slootman’s book “Amp It Up”, specifically
Building a scale CS operation
The article describes how to build an organisation to deliver CS at scale.
Personal musings on CS
I was pleased to be asked to discuss my thoughts about customer success by Dave Blake and Burke Adler of Client Success.
What does CS as a culture really mean?
Commentators say CS is a culture, not just a team. I agree but what does this really mean? Here's 15 things that
The three main elements of a CS strategy.
Building a customer success plan
Delivering a return on a customer’s investment in your product is key to retention in B2B SaaS. That’s why a robust success
10 metrics that show your ICP is working
Ideal customer profiles define good fit customers. They are key to aligning the whole company. But how do you know if they
The case for Product-Led Customer Success
Product-led customer success embeds the process of delivering the customer's desired goal into a B2B SaaS product. This short articles outlines the
Building a health score
Want help in building your health score? Download a workbook here.
How good is your Success Plan?
Success plans set out how a company guides the customer to the value/ROI they purchased your software for. They are therefore at
Thoughts on customer success
I had an invitation to talk to Bill Cushard of Service Rocket’s “Helping Sells Radio”. Here’s the recording of our discussion. In
Simplifying customer success
The growth of customer success has created increased complexity and disconnected processes. Let's rebuild CS around the process of delivering ROI for
Single customer view
New announcements focus on building a single customer view. These are meaningless unless they deliver real benefits to customers, not just the
Avoiding death by stovepipe
It’s often not long into the life of a SaaS business when marketing, sales and customer success spend time blaming each other
2028: A HISTORY OF CUSTOMER SUCCESS
2028: A HISTORY OF CUSTOMER SUCCESS. It's fascinating looking back 10 years. Wasn't it quaint how we thought about #customersuccess #saas