Journal

Category: B2B SaaS

Owning the Number
The drum beat is getting louder in the B2B SaaS world: Customer Success Management teams need to align themselves with revenue.  Learn More ›
Customer Success through Channel Partners
A comprehensive “partner success” strategy can help overcome challenges and significantly decrease the failure rate of reseller alliances. Learn More ›
The Makings of a Great Customer Success Email
While there is still some level of automation involved, the combination of automation and personalization is a scalable way to engage with customers. Learn More ›
Should CSMs Own Cross Selling?
So, if your cross sell opportunities involve selling into a new group within an existing customer or against a competitor’s new logo sales executive, consider having an AE handle the opportunity. Learn More ›
Customer Success Alignment to SaaS Metrics
We're firm believers that Customer Success teams should play a role in driving these metrics. Learn More ›
In-App NPS: Good idea or bad? (spoiler alert: it's bad)
In the moment, a user’s perception of your company could swing wildly depending on the quality of or ease with which that transaction was executed. Learn More ›
Why aren't you letting CSMs design the customer journey?
One challenge that we have in Customer Success organizations is retaining and growing our best individual contributors. Learn More ›
Three Killer Cs
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What if customers only paid for performance?
In other words, if our product doesn’t produce measurable results, no cash changes hands. Learn More ›

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