Your CSM team is on the front line every day keeping your customers successful. They wear a multitude of hats to keep the business thriving. From strategists, to cheerleaders to therapists, they help your customers drive outcomes to support retention and growth. During times like this, these high-touch, client-facing roles are under unprecedented amounts of

Do you remember New Year’s Eve? I do. I’m talking about New Year’s Eve—this year. 2020. The start of a new decade. The twenties. At least now we just say “the twenties”. The “aughts” and the “teens” didn’t exactly roll off the tongue. When you look back at January 1, 2020—the hopes, the dreams, the resolutions—it

If you’ve spent any time on any social media these last few days, the responses to the current coronavirus crisis range from: All the way to: In response to these highly polar emotional reactions, many may believe the sensible path is cold reason—set aside feelings and take the rational path. In defense of “emotional” decisions

If you want to build the best product, you need access to the best reporting and analytics. Data, as prolific as it may seem, is still underutilized. But it’s data that provides the answers to critical questions that could mean the success or failure of your product. We’ve compiled a list of questions that every

Our CCO, Ashvin Vaidyanathan, and our Chief Strategist, Ruben Rabago, were honored to be invited to do an AMA (Ask Me Anything) on Reddit last week. As the authors of The Customer Success Professional’s Handbook, Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern

Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. They are kind, optimistic, helpful, and they take really good care of customers. Want to have a beer with someone after work? Definitely invite someone from CS. Success leaders usually manage more revenue than anyone else at the company.

Last Friday, as the COVID-19 anxiety was just starting to take over the national conversation in the US, a teammate asked me a simple question: “Have you ever been through something like this?” My glib retort was, “No—actually this is my first worldwide pandemic. I was pretty young during the 1918 Spanish flu!” But even

Are you delivering a product experience your users want or are you just going through the motions? In a world full of products offering the same results as yours, one of the best ways to stand out is through your product experience. What makes companies like Slack and Amazon so successful is their dedication to

The Hare, mad at the Tortoise for beating her in a (now world-famous) foot race, said to the Tortoise, “Let’s have a rematch.” The Tortoise thought to herself, “Slow and steady wins the race!” and agreed. “Where’s the finish line?” she asked. The Hare replied, “I’ll race you home,” and took off sprinting as fast

Originally published on inSided.com on February 21, 2020. Are you struggling to know what Customer Success tools and tactics you should be using as your company grows?  Look no further. Here we highlight three of the most prominent challenges Customer Success teams are facing in B2B SaaS today and offer up our take on what