Ideal customer profiles define good fit customers. They are key to aligning the whole company. But how do you know if they are working. Here are ten metrics that will help you understand the quality of your ICP. Read More
Product-led customer success embeds the process of delivering the customer’s desired goal into a B2B SaaS product. This short articles outlines the business case, including a financial model to help you determine the impact on your company’s P&L and valuation. Read More
Want help in building your health score? Download a workbook here. Read More
Success plans set out how a company guides the customer to the value/ROI they purchased your software for. They are therefore at the core of customer success: the means by which SaaS Customer Success deliver on their purpose. Having built and reviewed success plans for a range of companies, I have developed a maturity model… Read More
I had an invitation to talk to Bill Cushard of Service Rocket’s Helping Sells Radio. Here’s the recording of our discussion. In the podcast, we talk about: Pulse Europe 2018 Product-led customer success The importance of customer outcomes And more! Thanks for the opportunity Bill!
The growth of customer success has created increased complexity and disconnected processes. Let’s rebuild CS around the process of delivering ROI for customers. Read More
New announcements focus on building a single customer view. These are meaningless unless they deliver real benefits to customers, not just the company. Read More
It’s often not long into the life of a SaaS business when marketing, sales and customer success spend time blaming each other for missed revenue and retention goals: time that would be much better spent attracting, winning, retaining and growing customers. It is a problem I faced as CEO of Clicktools, a SaaS company I… Read More
2028: A HISTORY OF CUSTOMER SUCCESS.
It’s fascinating looking back 10 years. Wasn’t it quaint how we thought about #customersuccess
#saas Read More
Embedding the success process in the product is the future of customer success. Read the what, why and how of product-led CS in this new e-book. Read More