Planning your product roadmap? You should know these six key terms before putting pencil to paper. What is Product Planning? Product planning is the process of mapping out a product... read more →
It turns out that where you got your MBA isn't a predictor of your success as a CEO. Actually, neither is your past performance! At least, that's if you use... read more →
Helping customers is good. Pestering them is bad. How do you strike a balance when talking to them inside your product? In-app engagements can significantly boost user retention, but overuse... read more →
In January, as a result of a merger, I started to search for a customer success leadership position. Over the course of a few months, I met with many CS... read more →
In-app messages are popping up everywhere and SaaS products are no exception. In-app engagements is a highly effective way to increase user retention and engagement. In fact, products that use in-app... read more →
Customer success has become the cornerstone of many companies’ strategy to reduce churn, drive upsell and expansion opportunities, and increase advocacy. And customer success solutions are helping them do this... read more →
"If I have seen further it is by standing on the shoulders of Giants." That's a pretty humble statement from the man who invented calculus. But Sir Isaac Newton had... read more →
Your product can’t suck. That’s a given. But it’s also not enough to be a good product that doesn’t hook your customer and connect to their pain points. When you... read more →
There’s nothing worse than submitting feedback about a product you love and hearing nothing back. Okay, there’s probably a few things that are worse, but it’s still pretty painful when... read more →
The natural tendency of customers and vendors is to drift apart, not closer together. Let's say it another way: The natural tendency of all your customers is to churn. But... read more →