Journal

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 ›
Enhance Your Customer Relationships
SaaS offerings might be live in the cloud, but your relationships with customers don’t. 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 ›
Customer Success is the New Growth Plan
Even if there’s headroom in your market for new logo bookings, there’s value in upsell and renewal execution. Learn More ›
Grow Faster with a Customer-First Approach
Customer Success teams are looking to harness data to produce insights they can act against to reduce customer churn and increase satisfaction and upselling opportunities. 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 ›
Customer Insights: The devil is in the details
The journey to combine, correlate, clean, analyze and act upon customer data is never-ending. Learn More ›
Don't change. Transform.
SaaS and other services monetized via subscriptions and transactional models need transformation to survive. Learn More ›

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