Journal

Category: Customer Success

40 SaaS Companies, 80 Customer Success pros, one room; What I learned
...the discourse has shifted toward execution and operations: building process and transforming organizations to capitalize on customer-centric growth opportunities. Learn More ›
Always Bring Value
Our guest author, Damien Howley, (VP, Customer Success for Passport) shares with us the value-relationship matrix that he brings to his customer success teams. This concept has led to rapid net retention growth and keeps his team focused on "Always Bringing Value" to the customer. Learn More ›
The Groove of Revenue Health Forecasting
Creating the ability to consistently deliver revenue health will improve the predictability and cross-functional strategy of your business. The challenge is setting aside the time to do so. Learn More ›
Why SaaS growth is about more than new logos
Opportunities exist outside of new logo sales to impact revenue growth specifically through upsell and renewal execution within the customer base. Learn More ›
Customer Imperative adds Sheryl Hawk, VP of Customer Success at Agari, to Board of Advisors
Sheryl will provide her expertise as Customer Imperative scales the organization. Learn More ›
Creating Board Slides: A Guide for Customer Success Leaders
Building content for board meetings becomes a grind month over month, quarter over quarter. We take a dive into key themes that customer success leaders should consider when presenting to the board of directors. Learn More ›
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 ›

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