To our Customer Success and Product professionals in HealthIT and Healthcare communities, we’re so thankful for everything you are doing to keep us all informed, healthy, and safe. We’ve heard from our partners in telehealth, digital health, connected medical devices, and electronic medical records (EMRs) that the inflow of new customers, users, patients, and product

This post was co-authored by Ashvin Vaidyanathan. Investor Gavin Baker wrote a terrific blog where he shared his thoughts about recurring revenue. In short, you can’t take it for granted that your recurring revenue will, in fact, recur. 5) There is no such thing as truly “recurring” revenue. Some revenue is just more recurring than others.

The COVID-19 pandemic is fundamentally changing how we practice and experience healthcare in the United States and digital health platforms, like yours, are at the heart of this transformation. Because of you, patients today have access to care at their fingertips. Adoption of telemedicine platforms like American Well and TytoCare bring healthcare directly into our

If you’re like me, you probably feel like the world we live in is completely different from what it was even just a few weeks ago. Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their

It’s times like these that really put what’s important into perspective. Nick recently wrote a great post detailing five major reasons why customer success, and its impact on retention, is existential for businesses during a downturn. To paraphrase, being there for your customers when they need you most will enable you to keep and grow their business

Your CSM team is on the front line every day keeping your customers successful. They wear a multitude of hats to keep the business thriving. From strategists, to cheerleaders to therapists, they help your customers drive outcomes to support retention and growth. During times like this, these high-touch, client-facing roles are under unprecedented amounts of

Do you remember New Year’s Eve? I do. I’m talking about New Year’s Eve—this year. 2020. The start of a new decade. The twenties. At least now we just say “the twenties”. The “aughts” and the “teens” didn’t exactly roll off the tongue. When you look back at January 1, 2020—the hopes, the dreams, the resolutions—it

If you’ve spent any time on any social media these last few days, the responses to the current coronavirus crisis range from: All the way to: In response to these highly polar emotional reactions, many may believe the sensible path is cold reason—set aside feelings and take the rational path. In defense of “emotional” decisions

If you want to build the best product, you need access to the best reporting and analytics. Data, as prolific as it may seem, is still underutilized. But it’s data that provides the answers to critical questions that could mean the success or failure of your product. We’ve compiled a list of questions that every

Our CCO, Ashvin Vaidyanathan, and our Chief Strategist, Ruben Rabago, were honored to be invited to do an AMA (Ask Me Anything) on Reddit last week. As the authors of The Customer Success Professional’s Handbook, Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern