This should be a pretty easy blog post to write, right? However, I’ve only ever been one and have never hired one, so writing this…
It’s typical to think of churn as a leaky bucket. How many customers are you retaining? How many are you losing? How much money are…
Preparing for a board meeting can be a hassle. But it’s a necessary and beneficial hassle. As recurring revenue companies grow and the renewal and…
Board meetings can be scary and stressful. And your company’s relationship with your board may be very different from mine. In other words, take any,…
Technology is truly amazing, isn’t it? Saving lives, saving time, saving the world.… or so we would believe if we listened to every claim. Choosing…
The most common question I get from fellow CEOs, beyond why I own so much Pittsburgh Steelers-related paraphernalia, is how to structure Customer Success organizationally.…
I’ve learned over the years that there are two ways to make an impact with a presentation (or a blog). One is to teach your…
It’s no secret that incentives or compensation plans can be a powerful tool for driving desired behavior. This concept is not new – it dates…
My last blog post was about building a Customer Success culture throughout your entire company. Today’s subject was touched on in that post and is…
There is little to argue with in Dan’s post. It’s all sage advice. I’d like to expand on a couple of the points that I think are…
I recently wrote an article for DM News about building a Customer Success practice. You can read it here. Step 1 in that process was “Create…
“Customer Success” is growing. And not only in buzz. I see companies investing and building these teams at a fast clip. When done right, this…
There are a number of ways that software vendors are approaching the space commonly known as Customer Success Management. Each approach will potentially mesh differently…
I get asked a lot of questions every day about Customer Success, most of which don’t have a really definitive answer, simply different choices with…
You’ve decided to fund a Customer Success Team for your company, and have determined what the model should look like. Now what? Aside from developing a…
Asking the question “what should I look for in a CSM?” is like asking “what kind of person do I need to fill my Sales…
Customer Success is More Than a Team of People: When looking at an investment in Customer Success, it’s first worth clarifying what that investment really…
Customer Success is not an option in a recurring revenue business. It is not a nice-to-have. And it’s not something you do because you want your…
https://vimeo.com/68816774 The recent Pulse conference, which took place on May 30, 2013, was designed to provide multiple lenses into the world of Customer Success. This…
By implementing the following suggestions, you should be able to create a vibrant community that keeps the customers happy, provides a superior support system to…
Some are born great Some achieve greatness And some have greatness thrust upon ’em – Wm. Shakespeare, Twelfth Night I’ve been preaching now for at least…
SaaS success requires acquiring new customers, growing their account revenue, and retaining these customers – nailing these three areas leads to strong growth in a…
The Customer Success movement was officially launched last Thursday as we welcomed nearly 300 CSM executives to San Francisco for the inaugural Pulse 2013 conference. You…
If you’re at all connected with pop culture, or are on some sort of social network, you’ve probably seen the recent meltdown by the owners…
At forward-thinking companies, Customer Success is no longer just an organization, it’s an attitude. Building a customer-driven enterprise requires a collaborative effort and shared vision…
Anyone who knows me is painfully aware that I’m a diehard Pittsburgh Steelers (NFL football) fan. I’m “that guy” with the Steelers jerseys, t-shirts, socks, paintings,…
In past posts, I think we addressed the question of whether Customer Success is changing. Of course it is. In fact, in many ways, it’s…
For many, the thinking is that there’s a lot of customer information out there that might have some minimal value, but if you could just…
“So what if there are applications being built for Customer Success? That certainly doesn’t make them necessary. I mean, c’mon, how hard can it really…
A tricky question I get asked all the time from those running Customer Success organizations is “How do you determine the ROI of a Customer…
I am so excited to be part of the Gainsight team, embarking on this great adventure with all of them, and with the entire Customer…
