Journal

Category: Customer Success

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 ›
Are you giving customers tools when they need solutions?
Service in the on-demand economy is not about responding when a user reports a problem; it’s about being there in advance to teach users how to get value from your product. Learn More ›
Three Killer Cs
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The Virtuous Cycle of SaaS Customer Success
I think of a SaaS company as a contiguous system of interdependent functions. Learn More ›
What if customers only paid for performance?
In other words, if our product doesn’t produce measurable results, no cash changes hands. Learn More ›
Customer Success or Sales: Who owns SaaS Upsell, Cross Sell, and Renewal?
Who owns upsell? This is a classic question that every SaaS company must answer at one point or another. Learn More ›
Demonstrating Customer Value
True customer success requires demonstrating value to customers, which justifies the dollars they spend with your company. Learn More ›

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Early Stage
We are market ready. Customer success is next. 
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We need customer success to meet our growth goals.
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Mature Stage
We need to evolve to next generation customer success.
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