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There may only be a few months left in 2018, but it’s not too late to attend a career-boosting event! If you live in Europe,…

If I found Aladdin’s magic lamp, the first thing I’d wish for (after an infinite number of extra wishes, of course) would be an extra…

December 23, 1975: a date which will live in apathy. That’s the day President Gerald Ford signed the Metric Conversion Act to make the metric system…

Looking for a Customer Success Solution? Skip the Demos. You probably think I’m joking, right? I’m not. Generally speaking, watching product demos is one of the…

Budget season is upon us. Time to roll up your sleeves, get out the spreadsheets, and brace yourself for a lot of negotiation. There’s no…

Data Science is more than a buzzword, it’s a profitable practice that needs to be a part of every company’s retention strategy. So much data…

“What’s in a name? That which we call a rose by any other name would smell as sweet.” – William Shakespeare, Romeo and Juliet (II,…

This is Part Two of a series on evaluating Customer Success solutions. If you haven’t read Part One, “Settling for a ‘Good Enough’ Customer Success…

GDPR-mageddon is behind us, but it’s still an ongoing challenge for IT teams at global companies to manage all the different security and privacy standards…

Everyone wants to love their job. No one grows up dreaming of a job that makes them miserable. The catch is that there is no…

Supporting your product is a cost center. It’s just one of the necessary facts of doing business—you have to pay to play, right? But what…

In the world of Technical Support, there are a million ways to approach the core mission. I’ve seen departments structured in so many different ways,…

To watch PulseCheck 2018 or not to watch? That is the question. We make an average of 35,000 decisions per day. Blue jeans or black?…

Funnel analysis helps determine the point in which users are dropping off of a series of events that leads towards a defined goal. An example…

A cohort retention analysis is a helpful tool for product teams to understand how many of their users return to their product and after what…

If you think you’re saving money by buying a “good enough” Customer Success solution, think again. Buying a Customer Success solution is a lot like…

So you’ve been wanting to get serious about managing your customers and using data to drive insights and actions. But your data is a mess,…

“If you need more revenue, invest in Sales.” Why is that the default—some might say “kneejerk”—response to the basic question of how to make more…

Just because summer break is a thing of the past doesn’t mean summer reading has to be! Summer is upon us in the States and…

You’ve probably heard this one before: A Customer Success Manager, an Internet of Things Engineer, and a Management Consultant walk into a bar… Okay, maybe…

Cost of Retention vs. Customer Acquisition Cost. It’s a classic match-up. They’re both essential players, but when it comes to healthy growth, which one of…

We’ve done the Chief Customer Officer Summit, which we affectionately refer to as “CCO” four times in the US. It has been phenomenally successful, with…

In case you haven’t seen it, we built a pretty cool website that can automatically calculate some of the most common metrics you’ll need to benchmark…

I am fortunate to have known Tien Tzuo, CEO of Zuora, for more than ten years. We first met when we were both members of…

Customer retention describes the actions and strategies used to prevent customers from taking their money elsewhere. When a customer defects, it’s known as churn. Customer retention…

Last month I had the opportunity to join thousands of my fellow Customer Success professionals at Pulse 2018 in San Mateo. Besides the food and…

We conducted a survey polling over 200 Customer Success Management (CSM) teams asking about their primary responsibilities. The results were incredibly insightful—and not what we…

This post was co-authored by Ashvin Vaidyanathan. The Customer Journey Is evolving One of the biggest trends in Customer Success is the move to “outside in”…

A common question we hear from customers and prospects all of the time is, "How does your Support team use Gainsight? At Gainsight, Allison Pickens,…

With Nick’s foray into the rap game: And the subsequent hit single : I’m hearing the words, “Pass me the ball when the deal is…

In my previous post Why Product Qualified Leads Are Rapidly Being Adopted In SaaS I wrote about the main drivers that led many SaaS companies…

It’s the end of the quarter and your client has been having a ton of success with your product. Your Point of Contact (PoC) is…

Anyone that knows me knows that I’m obsessed with feedback. I’m that neurotic CEO that reads every Net Promoter Score (NPS) response (Promoter or not),…

G2 Crowd just released their 2018 G2 Crowd Grid Report for Customer Success. Download the full report here to learn more about how vendors in this…

Let me take you back to when I was 10 years old. Yup, I rocked those bangs. I was also super shy. I had an…

Sad fact: Some of the most profound moments of my life have happened on United Airlines red eye flights. While I may have a love-hate…