Journal

Is Your Customer Segmentation Too Basic?
Most B2B SaaS companies know that not all customers are the same. The concept of segmenting customers, and building an account coverage model based on these segments, is not a new idea. Learn More ›
Where Should Customer Success Live? And Who Owns the Number?
For our initial webinar we wanted to discuss a widely debated topic – “Where should customer success live? And who should own the ARR number?”. Learn More ›
Stop Chasing the Net Promoter Score
NPS’s high response rates and open-ended feedback mechanism allow customers to cut straight to the heart of their pleasure or disdain. 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 ›
Top 5 Customer Imperatives for 2019
Successful SaaS businesses are quickly realizing that customer success is not just a department, but is better positioned as a cross-functional discipline. Learn More ›
Can an NPS overhaul get higher response rates?
Do you ever open a survey, only to find a huge set of questions and immediately close it? You’re not alone. 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 ›
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 ›

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