For software companies (and all companies eventually), Customer Success isn’t an “if,” but rather a “when” and “how.” I’ve been fortunate to witness thousands of companies go through this journey... read more →
If there’s a word in business that’s used more often than “churn,” it’s almost certainly the word “scale.” The influence and importance of scale can be both a burden and... read more →
Churn, or the loss of customers, is always present in the mind of CEOs, CCOs, and investors. However, it should be on everyone’s mind as it affects the entire company.... read more →
"C-suite alignment isn’t just a catch-phrase. It’s a real-life business challenge, and solving it may be the most critical thing you do on your way to success as a company."... read more →
Imagine gathering Customer Success executives together and having them open up about pain points, processes, and the future of CS. Recently, I did, and inevitably, one topic and the incessant... read more →
This month Gainsight launched NDR tv with our first guest, Dave Kellogg. Interestingly, there were not just the nuggets of wisdom abound, but an atmosphere of a kindred passion for... read more →
As the cloud business model continues its relentless ascent to take over all software spending, companies are trying to figure out how to marry the SaaS playbook with all of... 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 →
One of the best parts of my job is my involvement in the exploding career of Customer Success. I’ve seen people enter the field, move up and thrive. I’ve noticed... read more →
Well, we made it to 2021, everyone! Before you start patting yourself on the back, take a look at your company’s customer base. You will probably notice a fairly consistent... read more →
