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

Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way toward a better understanding of their value, learning how to improve implementations and developing new solutions to serve customers as their businesses advanced. The process required a lot of hands-on

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

This post was originally published on CSMWire. According to Merriam-Webster, squishy refers to something that is “soft, yielding, and usually damp,” which perfectly describes my dog’s chew toys after a few minutes of play. Within the world of customer experience (CX) and customer success (CS), however, I use the term squishy to describe a team

This post was originally published on Dice. During uncertain times, businesses have a common playbook. First, they implement a hiring freeze, then they go looking for other ways to cut costs and boost efficiency in order to survive. But there’s another potential path forward: product-led growth (PLG), which enables SaaS companies to efficiently chart a

Just before Pulse, I shared my (slightly biased) opinion on why Pulse is the Best SaaS Event of the Year. And our time together at the Moscone Center proved that again ten times over. We laughed together. We suffered through far too many of my dad jokes and Taylor Swift references. We celebrated all the

We knew walking into the Moscone Center, before the crowds arrived, that Pulse 2022 would be special. Maybe it was the fact that we were all finally back together in one place. Or maybe it was the fact that new colleagues and collaborators from Community and Product were joining us this year. Whatever it was,

Pulse 2022 may be over, but the impact is just beginning. This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. The result was exactly as we suspected, that together, we are unstoppable.  If you weren’t able to attend