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Until this past month, the only safari that applied to my life was an alternative web browser that I would use when Chrome was giving…

So, does Customer Success Need Real-time Data? The answer to that question is an emphatic “no”. This debate reminds me of one of my favorite…

Some companies practice one type of Customer Success while many have multiple customer segments and align the appropriate Customer Success strategy to that customer segment.…

Hi everyone, I’m thrilled to have joined the Gainsight team to lead our Product Management and Analytics roadmap. Prior to Gainsight, I was at Facebook…

We definitely live in a complex world.  No argument there. But I think there are times when we over-complicate things.  Customer Success is no different. …

In my experience, one of the largest gaps between opportunity and reality in business today – especially from a Customer Success standpoint – is in…

There’s an awful lot of talk these days in the Customer Success community about tracking.  Tracking activities.  Tracking product usage.  Tracking customer engagement.  Tracking survey…

The Big Data proliferation today offers companies a great opportunity, but without the right lenses in place, more data just creates more problems. How can…

If you’re in Customer Success, I know you do it every week. I’ve been watching and I know you do. I also know that you…

Is it really possible to have a fulfilling, long-term relationship with a software vendor?  I’m here to claim that the answer is “yes”.  You may…

In many ways, the relationship you have with an at-risk customer follows the same trajectory as dating. In the traditional sense of the word (read:…

Recently Dan Steinman (CMO at Gainsight) wrote about the 3 myths about the indicators of churn when it comes to Customer Success.  Dan discussed the…

Customer Success Management solutions are all the rage these days, and so are myths about churn. The Venture Capital community loves them, all the experts…

We are in the SaaS business, so by definition “software-as-a-service” should imply the actual software is the only thing that matters when it comes to…

Although I don’t believe that product adoption is the complete story of customer health, there’s no denying that it is a critical aspect.  It is…

Businesses that appreciate the value of repeat customers have always been interested in when, how and why their products are being used.  In the SaaS…

How to score Customer Health is a subject near and dear to my heart and also critical to the long-term success of any Customer Success…

I recently gave the below talk at a CEO conference on Sales and Marketing on Customer Success. My goal was to convince them that Customer…

Some of you may have heard this story. Boy walks into a store, puts a coin in the telephone, makes a phone call, trying to…

I think everyone understands that a Customer Success team never stands alone in its quest to improve retention.  In fact, it’s my claim that Customer…

Often people may not want to move to a new job out of fear. My life is comfortable, I have worked hard to gain trust from…

Congratulations!  Customer Success positions can be some of the most rewarding and challenging positions at any company.  After companies spend all that money to acquire…

Solution Reviews and Business Reviews? They are not the same thing? Nope. Conducting a quarterly or annual review is critical to the ongoing development of a…

This is a topic that always gets a lot of attention when I talk about it.  Invariably, when I mention the phrase “Quarterly Business Review…

I have been in Customer Success for many years.   During that time I have seen many changes and my role has morphed in many directions.  …

As companies mature, organizations that were at one time encompassed in one person, become separate and distinct.  Early on at many software companies, one person…

It is useful to think about Customer Success providing a roadmap and motivation to do more and Professional Services as the arm to help customers…

We may never have met formally, but I think we know each other quite well. My name is Sally McField. My family knows me as…

I was sitting in a board meeting for one of my portfolio companies last month and two interesting things happened. First, the company reported it…

Although full bellies, football games and a giant Snoopy floating above the streets of NYC, often distract us, Thanksgiving is a time for family, friends…

Well in case you missed it last week, a small company called Salesforce.com hosted their annual Dreamforce conference in San Francisco.  The destination event managed…

The subscription economy is forcing companies to take a serious look at revenue from existing customers. The success of your business now relies on retaining…

Dan had some great comments in his post on Nov. 5 about “Aligning Customer Success and Customer Support.”  However, there’s something to be said for…

“Pay no attention to that man behind the curtain.” – Wizard of Oz Today, we announced that we raised $20 billion. Just kidding and checking…

Although the title says “aligning”, the most important thing in this particular subject might be “defining”.  Because so many Customer Success organizations grow up in…

Alignment with Sales is a critical component of the long-term success of your Customer Success team.  If you assume that Customer Success owns the company…