By Sabina Pons, Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist. Company-wide change is very complex. Whether you have an existing and evolving Customer Success (CS) team or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is hard, uncomfortable, and
Co-Authored by Nick “Walt” Walker If your goal is to become a SaaS CEO at a startup company, you’ll have to learn several skills: Building a business strategy Motivating the team Executing consistently Raising money Repeating CEO cliches over and over again While I find all parts of the job to be interesting, there are
After two years of virtual experiences, Pulse is back and it’s happening IRL! If you ask us, logging off Zoom and making face-to-face connections once again is reason enough to buy your ticket right now. Whether you’re a Pulse vet or this is your first one, we promise that this year will be unforgettable! Here
The second you launch a new feature or a customer signs up for your product, the clock starts ticking. The faster you can get users to embrace your product, the sooner it will start paying off. That’s what makes product adoption so critical. However, what many product leaders and managers don’t realize is that there’s
The conversation around customer education is getting louder every day. It seems that more and more customer-centric companies say they are currently building out or talking about creating a customer academy. Do you know why? Because a strong customer education program sets you apart from your competitors. It helps companies win and keep winning over their customers
Multi-product companies are bursting with growth potential. But product leaders and managers know how challenging it can be to keep that growth moving in the right direction. If you aren’t intentional and rooted in a clear strategy, it’s easy to fracture your company, drift into silos, and run into a host of growth challenges. However,
Data drives your customer success program. It adds up to highly effective scorecards. It enables correlations that help predict renewals and expansion opportunities. BUT, it can also create delays in your program, confusion among teams, and derail your target CS outcomes. Avoiding those data pitfalls is imperative for early-stage maturity teams. Recently, Gainsight’s Director of
As a product leader or manager, it may feel like you’re being asked to help your company outrun the competition while the field becomes more and more crowded. You’re not alone. Across the globe, SaaS products are flooding the scene, and the market is becoming saturated with competition. For many companies, it’s up to Product
Customer Success has come a long way in recent years with CSMs becoming more data-driven in their approach. But even with the processes becoming more proactive, there are some CS blind spots that you need to be aware of and address in your Customer Success strategy. Let’s take a closer look. The Customer Success approach
Before your product starts booming, you need a product roadmap that charts a clear course to growth. Unfortunately, as a product leader or manager, you’re probably being overwhelmed by feedback from every direction. That can muddy your vision and make it feel like it’s impossible to craft a clear plan for your team. We’re here