The rise of the recurring revenue model over the past decade has made the rise of the Customer Success industry inevitable. Now more than ever, business leaders need to understand... read more →
It’s easy to get caught up in the day-to-day buzz of Customer Success. Within the span of an hour your team might be watching the support channel, coordinating a training... read more →
In the keynote for our annual Pulse conference in May, we spoke about the Customer Success Network. One of the 6 trends in that Network was the spread of Customer... read more →
Silicon Valley versus Wall Street. Warriors versus Cavs. Tupac versus Biggie. The West Coast versus East Coast rivalry has a long and storied history—and I’m definitely caught in the middle!... read more →
“Ownership” is one of the most overused terms in modern work; it shows up in the business buzzword dictionary right next to “synergy” and “taking things offline.” In a typical... read more →
Over the past few months, the interest we’ve seen from customers and prospects about Customer Marketing has been overwhelming. This key function paves the road for your customers to grow... read more →
In the list of excuses that senior executives of Healthcare companies give for why they choose not to implement a Customer Success strategy and enable it with technology, number one... read more →
Two weeks ago on Friday night at 8:15 PM, I pulled into the parking lot at Palo Alto Medical Foundation Urgent Care near our house. After a few days of... read more →
A friend who is a salesperson at an enterprise SaaS company recently emailed me: “It’s the wild west here to get a customer reference. Nobody has any idea where to... read more →
What does it mean to manage a recurring-revenue business? How should functions rally around the customer? What are operational best practices? What targets should you strive for? To answer these... read more →