In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating... read more →
It is increasingly apparent that having a CS Ops team and leader is becoming a necessity. Why? Customer success (CS) is evolving and moving outside the box it once inhabited.... read more →
This post was co-authored by Nick "Walt" Walker. Whenever people ask me what my favorite TV show was as a kid, I pause to decide whether to reveal my secret... read more →
Measuring success is tricky. Broadly, everyone keeps an eye on the bottom line, but each department prioritizes its specific performance metrics. The different priorities help day-to-day execution, but what about... read more →
Co-Written by An Yan, MBA Candidate at Stanford Graduate School of Business “What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer... read more →
I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine dining. We substituted the merlot... read more →
In this manic world of SaaS, SPACs, and shorts, money and valuations have taken center stage, for better or worse. In the cloud world, though, there is a big gap... read more →
"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 money? One of the reasons... read more →
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 efforts, when done successfully, will... read more →
