Sometimes we find that the best observations come to us after an event, lecture, or gathering. That is exactly what is happening with Gainsight’s Pulse 2022. So many incredible keynotes and tracks were filled with exciting news and knowledge.  Over the years, we’ve been inspired by the unique strategies customer success professionals have presented to

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges.  Digital Customer Success (DCS) is becoming table stakes, as SaaS organizations of all sizes look to their own customer base to

Creating alignment in any organization is hard. For Customer Success (CS) teams, creating and managing alignment is essential at all stages of your CS evolution. At the onset, you need to create organization-wide alignment around what customer success will mean and the impact it should make on your business.  Once that critical alignment milestone is

Data tell a story in customer success.  When interpreted and presented correctly, they reveal what you are doing right or wrong and where you need to improve. They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on

SaaS businesses everywhere are recognizing the power of Community and launching plans to implement a community strategy as part of their customer-facing operations. And luckily, the narrative at Pulse 2022 was no exception! For the first time ever, we had a dedicated Community track at Pulse. We’ve seen the results of customer success (CS) powered

This post was originally posted in Inc.  One of my favorite TV shows ever is the 2000s comedy Community. The show features six-ish community college students who become unlikely friends. I love the program for many reasons. First of all, it’s one of the most meta TV series ever, in that it’s mainly self-referential about

As we all continue to navigate a sometimes chaotic economy, it’s never been more obvious that customer success (CS) is the key to keeping your company’s ship on the right course and boosting Net Revenue Retention (NRR) But to make the most of your CS org, you have to know what strategies are going to

It’s that time of year when students are returning to school. But how about you? Customer Success pros can always learn something new or refresh their skills. What about your knowledge of Digital Customer Success? You may be thinking, what is the difference between traditional CS and Digital CS?  Digital CS utilizes effective core components

This article was originally published in The Wall Street Journal.  Economic output declined sharply in the first half of 2022, and the U.S. seems to be in a period of stagflation, characterized by pressures both from inflation and a contraction of growth. This is especially evident in the Software-as-a-Service industry, where layoffs, hiring freezes and

Add built-in scheduling. Add widgets. Make the home screen customizable. Add more views. More analytics. Offline capabilities. Make it purple. Make it integrate with Zapier. Make it take screenshots, store PDFs, and send notes to your grandma on her birthday.  To be sure, Product Managers spend a lot of time deciding which features need to