“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 Sales is such an obvious economic driver for companies is because its core Key Performance Indicator (KPI) is meaningful and well-defined: bookings. But for businesses

Just because summer break is a thing of the past doesn’t mean summer reading has to be! Summer is upon us in the States and this Customer Success Summer Reading List will keep you occupied whether you’re staying in, traveling to far off places, or lounging by the ocean. Read it all at once or

You’ve probably heard this one before: A Customer Success Manager, an Internet of Things Engineer, and a Management Consultant walk into a bar… Okay, maybe not! But that triumvirate seems to be showing up frequently in historically non-digital businesses as the trend of “Software Eating the World” advances unabatedly. Who knows? Maybe someday soon Customer

Cost of Retention vs. Customer Acquisition Cost. It’s a classic match-up. They’re both essential players, but when it comes to healthy growth, which one of these best practices should you be betting on? In the early days of SaaS, growing fast was everything. Money was poured into customer acquisition and businesses took off left and

We’ve done the Chief Customer Officer Summit, which we affectionately refer to as “CCO” four times in the US. It has been phenomenally successful, with our NPS ranging from 85 to 94 for those four events. So we decided to bring it to Europe last week and the results were no less amazing. 40+ leaders

In case you haven’t seen it, we built a pretty cool website that can automatically calculate some of the most common metrics you’ll need to benchmark in the course of your day-to-day job in Customer Success. I’m sure a lot of you reading this are pretty familiar with all six of these formulae, and maybe you

I am fortunate to have known Tien Tzuo, CEO of Zuora, for more than ten years. We first met when we were both members of a "breakfast club" of SaaS startup CEOs. We spent mornings once a month meeting over Specialty’s pastries and coffee (or McDonald’s the day I was supposed to cater and only

Last month I had the opportunity to join thousands of my fellow Customer Success professionals at Pulse 2018 in San Mateo. Besides the food and networking, I came away from the event with a clear idea of how to better serve my customers here at Liferay. Specifically, attending Pulse reinforced my belief in the power

We conducted a survey polling over 200 Customer Success Management (CSM) teams asking about their primary responsibilities. The results were incredibly insightful—and not what we expected. We found there were three types of organizations that emerged: Customer Lifecycle Focused Product/Support Focused Revenue/Sales Focused That’s not what was surprising, however. Here’s what was so interesting to

This post was co-authored by Ashvin Vaidyanathan. The Customer Journey Is evolving One of the biggest trends in Customer Success is the move to “outside in” Customer Success. Instead of only focusing on internal metrics (churn, retention, NPS, etc.), the most sophisticated companies are looking from the outside in, starting with the customer’s experience and desired