Journal

Category: Customer Success

Maybe you should blow up customer success and start over
Customer success begins with a recognition that customer retention and growth is critically important to a SaaS business. Learn More ›
Customer Success as a Culture
Customer success is no longer just a department. It’s the basis of an organization’s operational execution and culture. Learn More ›
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 ›
Don't change. Transform.
SaaS and other services monetized via subscriptions and transactional models need transformation to survive. Learn More ›
Humans Never Get Tired of Personalized Communication
Let’s stop hammering our users with boring, tired content, and start giving them something to anticipate. Learn More ›
The Second Sale
The Second Sale begins immediately after the first sale is closed, and it’s a continuous flow of small wins. Learn More ›
Customers don't onboard, users do
The second sale is the one in which we convince users to attend trainings, share information and ultimately USE our product. Learn More ›
Customer Portfolio Segmentation for Customer Success Managers
Customer portfolio segmentation strategy is usually determined by size of account, industry vertical, product package purchased, or a combination of these and other factors. Learn More ›
Loss of champion as a major source of churn
Change of Sponsor/Champion can be a major source of churn. This is when the financial buyer of your service leaves the company or is promoted into another area of the business. Learn More ›

Schedule a Free Customer Success Evaluation

We consult exclusively with B2B software companies of any size, specializing in defining and implementing revenue growth strategies through customer success.
Early Stage
We are market ready. Customer success is next. 
Schedule Consultation
Growth Stage
We need customer success to meet our growth goals.
Schedule Consultation
Mature Stage
We need to evolve to next generation customer success.
Schedule Consultation

Participate in the Discussion

Subscribe and join over 4000 followers for customer success content