It’s easy to get caught up in the day-to-day buzz of Customer Success. Within the span of an hour your team might be watching the support channel, coordinating a training session, preparing for a renewal or celebrating a rising health score—all for the same account! It’s often in this energy that even the most thoughtful

This post was co-authored by Carissa Aiello. In the keynote for our annual Pulse conference in May, we spoke about the Customer Success Network. One of the 6 trends in that Network was the spread of Customer Success practices to “real” industries. The Internet of Things is propelling that evolution. Our friends at PTC are

Silicon Valley versus Wall Street. Warriors versus Cavs. Tupac versus Biggie. The West Coast versus East Coast rivalry has a long and storied history—and I’m definitely caught in the middle! I have deep roots on both coasts. As such, I was excited to lead our ‘CCO Connect’ forum back in my old college town of

“Ownership” is one of the most overused terms in modern work; it shows up in the business buzzword dictionary right next to “synergy” and “taking things offline.” In a typical large company, you can find at least a dozen people that “own” hot initiatives like “the cloud” or “our artificial intelligence strategy.” Strangely, when things

Over the past few months, the interest we’ve seen from customers and prospects about Customer Marketing has been overwhelming. This key function paves the road for your customers to grow and accelerate new revenue for your business. In April, we blogged about why we moved Customer Marketing into Customer Success and our approach in the

In the list of excuses that senior executives of Healthcare companies give for why they choose not to implement a Customer Success strategy and enable it with technology, number one is the age-old excuse: “But I don’t have any access to my patient’s data!” Unfortunately for that way of thinking, innovation in the Healthcare IT

Two weeks ago on Friday night at 8:15 PM, I pulled into the parking lot at Palo Alto Medical Foundation Urgent Care near our house. After a few days of struggling with a bad cold, I finally went in to get checked out. By the time I reached the front desk, I could barely breathe

A friend who is a salesperson at an enterprise SaaS company recently emailed me: “It’s the wild west here to get a customer reference. Nobody has any idea where to go or what to do. It slows me down immensely.” A well-functioning Customer Marketing function can be a fountain of value, solving this problem plus