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 effectively and at scale. But what enables a CS solution to do this effectively? In addition to all of the individual features and apps, you

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“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 a point when he wrote that famous quote in 1675. Individuals have made incredible contributions to the store of human knowledge—but did they really do

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 boil it down, your product falls into one of three categories: 1) shelfware (no one uses it, no one remembers they have it); 2) a

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 it happens. It feels like they aren’t really listening to you, and if they aren’t listening, then do they really even care? Now imagine that

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 is that true? Let’s play it out. You make the sale, close the deal. Then you do nothing. What happens? I think we can all

When I think about health scores, it’s hard not to picture the analogy that’s built into the name: health. In the health analogy, customers are like patients and Customer Success Managers (CSMs) are like doctors. CSMs do tests and measure signals to diagnose any “diseases” and prescribe the right treatment to reduce risk and improve

Imagine a world where your computer didn’t have any folders, only files crowding your desktop. That’s the feeling of analyzing usage of your product’s features without any hierarchy to organize them. As the former CS Ops Director for a business intelligence software company, I invested a lot of time making the most of our usage

Do you know where your users are? And the last time they were in your product? And what they did? And if they saw your newest feature? And if they used it? And for how long? Understanding how your customers are using your product is essential to helping them maximize the value they get out

You may think your product is healthy, but there’s a scary secret hiding in your data that you may not be equipped to defeat. Why is it that when discussing the health of a product, it’s more common to ask how many active users you have instead of total users? This doesn’t give you a