B2B companies are scaling fast and CS executives often feel overwhelmed due to limited resources at their disposal. There’s a growing need for time optimization and load management, especially with the most valuable personas – CSMs. This CS team workload management framework should help you achieve greater success. A Day in the Life of the

This post was originally published on Entrepreneur. The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other business-planning growth strategies that make every business consultant’s mouth water. And yet, the term that I seem to hear most often when it comes to strategy these days — a

This was originally published in DevOps. During a tech downturn, with enterprises cutting their subscription software budgets and VC funding drying up, SaaS businesses are increasingly shifting their strategic focus from growth to resilience. The standard startup playbook—hunker down, cut burn rate and hope the market improves before you run out of runway—isn’t the right

This post originally published on CMSWire. First, the bad news … The 12-year tech bull market ended with a crash. Inflation is up. Consumer confidence is down. New logo acquisition is likely to fall, putting more pressure on SaaS companies to stay above the line by boosting renewal rates. Growth at any cost is now

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