SaaS = Success as software The importance of retention to a B2B SaaS product is well understood. Typically, a company thinks about building a customer success team to address churn when product/market fit and scalable acquisition have been mastered. I fundamentally disagree with both the timing and approach. Retention is so vital to growth, and… Read More
Delighted to be the person to kick-off Successly’s 2018 video program where I explain the need for product-led customer success. I am currently compiling thoughts and examples into an e-book, which I hope to complete early Q2. Think your company could be a case study? https://www.youtube.com/watch?v=EComSiCKF34
Highlighting and breaking down the 12 most useful and universal mental models that will make you smarter and more productive. Source: 12 Ways to Get Smarter in One Infographic
Not many companies talk about why customers churn but this article explores the issues facing one company and what they are doing about it. A refreshing approach worth considering. Source: 4 Reasons Customers Quit Drift in 2017
For all that attended my session on building a customer health score at Pulse Europe 17, thank you. Here is the link to the workbook.
AI is going to make a significant difference to customer success and sooner than most people think.
This blog explores how AI will impact customer success. Read More
With the growth of product-led customer success, what if anything, is the future of software designed to support CS teams? Read More
I developed the ideas under the banner CS2.0 because I felt most SaaS companies were using old approaches to fill gaps caused by products that fail to deliver successful customer outcomes. I still do. I believe that product-led customer success is the only way to build truly scaleable customer success. New technologies, notably machine learning… Read More
The role of the leader places particular responsibilities on the post holder. One that all too often gets addressed poorly is thinking about the future. Two things drive this. There is so much pressure to fix the day-to-day issues; we fix one and another two or three arise. It’s like chopping off the top… Read More
Customer success, if done well, does exactly as it says on the tin: it makes customers successful. But what is success in the eyes of the customer and how do you prove it? Hold that thought for a minute. Dan Steinman of Gainsight recently gave a presentation that suggests the subscription economy is gradually… Read More