As the name of my blog implies, my life is a strange combination of geekiness about Customer Success and nerdiness about science. On the latter in particular, I’m passionate about the mysteries that physics reveals about the universe around us. And if you’re a casual student of physics like me, you know that nothing is

I’ve got something to tell you. And it might shock you if you’re not a SaaS business. For some context, I’ve met with hundreds and hundreds of leaders of B2B businesses in all walks of life—from financial services to healthcare to on-premise software to hardware and devices—who all long to be “like SaaS companies who

Falcon.io is an innovative all-in-one platform that helps companies ensure their customer experience across social media. Falcon’s software opens up a world of customer data to digital marketers at Toyota, Coca-Cola, Warner Bros. Records, and many more. As Customer Experience Manager, Dino Kuckovic has taken a lead role in driving a customer-centric culture and operational

If you’re a business leader, your job is all about making decisions. You constantly have to make choices—on people, on strategies, on priorities—let alone on what to eat for lunch. For me, remembering to even have lunch is a small victory! I remember reading that presidents and famous business leaders sometimes minimize the number of

This post was co-authored by Tal Tsfany. Synopsis The evolution of the Customer Success (CS) profession is reaching an inflection point. What started with a few innovative companies and executives looking for ways to support the unique needs of vendors and customers in the SaaS world has evolved in the past few years into a

There is nothing more important to retaining customers than understanding why they renew. In 2015, we unveiled our Risk Management Framework, which helped us to establish a common view of customer risks. Since then, we have successfully used this framework to track customer health and address early warning signs. But we weren’t totally sure that

For the past 3 years, I’ve met many Customer Success evangelists. You know who you are. You go to all the Customer Success meet-ups. You’re well-versed in best practices for EBRs. You can talk all day about automated emails for your long tail of small business customers. I know what you’re thinking about, because I’m

FirstFuel Software is a pureplay SaaS company specializing in cloud-based business customer engagement for energy providers in North America and Europe. Their software helps over 30 energy providers improve customer satisfaction, increase revenues and decrease service costs by transforming complex data into actionable insights. As Vice President of Customer Success, Domenic Armano leads FirstFuel’s companywide

How GE is leading the industrial marketplace in customer-centricity As a part of the continuous history of a 124-year-old company, I’m constantly reminded of the massive technological changes that have occurred during this relatively microscopic blip of time in the grand scope of the human species. GE has already existed through two waves of Industrial

As Chief Customer Officer, I consider it a fundamental part of my job to work with Sales to ensure that we don’t sell to customers that aren’t ready for our product. We’ve obsessed over our pre-sales readiness process and even dedicated a Customer Health Scorecard Measure to track its effectiveness. Our VP of Sales is