When it comes to travel, they say half the fun is getting there—though it usually depends on which airline you take!  Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding. The question is, what do you do once you are “there”? Is it enough to

As SaaS companies grow, it’s only natural for them to consider a multi-product strategy. New products give companies the means to find new opportunities to meet new customer needs and address new markets. But how does having multiple products affect customer success (CS)? It is certainly true that having additional products creates more complexity for

By Evan Williams, Customer Success Advisor, Growth Molecules. One of the most powerful tools in a Customer Success (CS) leaders’ arsenal is a data-driven 360 view of a customer scorecard. To truly understand where a customer is on their journey, and to be able to proactively identify risk, as well as opportunities for growth and

This article was originally published by Sales & Marketing Management.  Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience into one simple, impactful snapshot of sentiment and behavior. It can tell you

For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment.  Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results. Interestingly, despite the overwhelming proof that customer

Batman. Spider-Man. Superman. The greatest characters never go out of style. But that doesn’t mean they don’t need updating periodically with a new remake. If these heroes of the big screen don’t stay up to date and relevant, they risk becoming forgotten artifacts of the past.  Many of the world’s greatest companies find themselves in

This post was originally published in Ecommerce Times. Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers

Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. Expanding the team is not always the right answer to address scale and impact. Often, it’s about leadership. Just as you wouldn’t expect to scale without a sales or marketing operations team, you can’t achieve the growth you dream of without