Should CSMs Own Cross Selling?
I love Dave Kellog's analogy of "dead farmers." The idea [...]
SaaS Growth = New Business + Upsell + Renewal
Tomasz Tunguz from Redpoint points out that ServiceNow, one of [...]
What we learned from 40 B2B SaaS executives
Last week my team and I had the opportunity to spend a full day with Customer Success leaders representing over 40 growth-stage B2B SaaS companies at the JMI Equity Customer Success Round Table.
Customer Success Alignment to SaaS Metrics
We're often asked what metrics to look at to measure [...]
In-App NPS: Good idea or bad? (spoiler alert: it’s bad)
I got a question from an old colleague today about [...]
Customer Insights: The devil’s in the details
Customer insights... what a beautiful vision. This image paints a [...]
Don’t change, transform
Have you ever considered the difference between the word change [...]
Welcoming Customers
Great article on new customer onboarding communication from the Highrise team [...]
Why aren’t you letting CSMs design the customer journey?
So, why not let Customer Success Managers grow by designing the customer experience instead of just executing it?