We sat down with Melissa Perri, author of “Escaping the Build Trap: How Effective Product Management Creates Real Value,” to learn how we can be…
Which starship Enterprise captain is your favorite: Kirk or Picard? I embedded a poll here just for kicks; can’t wait to see the results. (If…
We asked our Pulse 2019 speakers for the best advice they’ve ever received and we’re sharing it with you so you can take your product and…
Planning your product roadmap? You should know these six key terms before putting pencil to paper. What is Product Planning? Product planning is the process…
It turns out that where you got your MBA isn’t a predictor of your success as a CEO. Actually, neither is your past performance! At…
Download our complete in-app engagement kit here. Helping customers is good. Pestering them is bad. How do you strike a balance when talking to them…
In January, as a result of a merger, I started to search for a customer success leadership position. Over the course of a few months,…
So this is crazy. Click here to read last year’s Pulse recap blog and scroll down to the bottom. I’ll wait! Welcome back! So we’re weeks away…
In-app messages are popping up everywhere and SaaS products are no exception. In-app engagements is a highly effective way to increase user retention and engagement. In…
Customer success has become the cornerstone of many companies’ strategy to reduce churn, drive upsell and expansion opportunities, and increase advocacy. And customer success solutions…
Match the emoji clues with the right Pulse 2019 Track! If you can answer #5, you’re an emoji MASTER. Want to learn more about Pulse…
“If I have seen further it is by standing on the shoulders of Giants.” That’s a pretty humble statement from the man who invented calculus.…
Your product can’t suck. That’s a given. But it’s also not enough to be a good product that doesn’t hook your customer and connect to…
There’s nothing worse than submitting feedback about a product you love and hearing nothing back. Okay, there’s probably a few things that are worse, but…
The natural tendency of customers and vendors is to drift apart, not closer together. Let’s say it another way: The natural tendency of all your…
When I think about health scores, it’s hard not to picture the analogy that’s built into the name: health. In the health analogy, customers are…
Imagine a world where your computer didn’t have any folders, only files crowding your desktop. That’s the feeling of analyzing usage of your product’s features…
Do you know where your users are? And the last time they were in your product? And what they did? And if they saw your…
You may think your product is healthy, but there’s a scary secret hiding in your data that you may not be equipped to defeat. Why…
Just how accurate are online review aggregators, anyway? If you pull up Google or Yelp for a restaurant, say, you’ll get an aggregate of stars…
The most terrible response can be silence. In 2016, the Swedish Academy announced that it was awarding the year’s Nobel Prize in literature to Bob…
There’s a best practice that sets apart the most successful products from the rest and it’s simpler than you think. Back in February, I attended…
Are the right people driving product experience in your company? The Age of the Customer has increased the importance of delivering exceptional customer experiences and…
We all know how it works…a fledgling SaaS company releases a minimally viable product and starts bringing on customers. Early customers help shape the direction…
So it’s starting to look like a pretty ingenious career move to get into the customer success profession. On LinkedIn’s latest jobs report—the most promising…
I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change…
Last month, I quit my position as head of Customer Success at my company, RD Station. It was a dream job for a CS leader,…
I had a great time at SaaStr this week. I hosted a panel on “How to Take Customer Success from Idea to Action” with three…
What’s the one question people are always asking you about your job? If I had to stack-rank all the questions I get asked by customer…
Ask, “What’s next on our product roadmap?” and you might find yourself drowning in an overwhelming amount of opinions. There’s a tried-and-true way to cut…
So you think you know your product… but just how deeply do you understand the value it provides? As a product leader, you’re the subject matter…
I don’t know about you, but I constantly think about measuring my life in “moments.” Some of those measurements are profound. How many more Christmases…
How many of us have heard a business claim “our key differentiator is that we’re very focused on the customer?” And how often has that…
Ben Franklin once said, “An investment in knowledge pays the best interest.” Build up those knowledge reserves by attending these can’t-miss conferences of 2019. North…
This post was co-authored by Mickey Alon. We don’t have a handle on how each customer is using the product. We need to scale our…
“Customer Success Management is hitting the mainstream.” That’s what Forrester analyst TJ Keitt said in his September 2018 report, How to Build a Customer Success Program,…
