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Journal

B2B SaaS
Customer Success Alignment to SaaS Metrics
We're firm believers that Customer Success teams should play a role in driving these metrics. Learn More ›
By Jay Nathan
B2B SaaS
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 ›
By Jay Nathan
Churn
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 ›
By Jay Nathan
Customer Success
Don't change. Transform.
SaaS and other services monetized via subscriptions and transactional models need transformation to survive. Learn More ›
By Jay Nathan
Customer Experience
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 ›
By Jay Nathan
B2B SaaS
Why aren't you letting CSMs design the customer journey?
One challenge that we have in Customer Success organizations is retaining and growing our best individual contributors. Learn More ›
By Jay Nathan
Customer Success
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 ›
By Jay Nathan
Customer Experience
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 ›
By Jay Nathan
Customer Segmentation
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 ›
By Jay Nathan
Churn
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 ›
By Jay Nathan
Churn
Dig deeper to understand customer churn
Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. Learn More ›
By Jay Nathan
Customer Success
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 ›
By Jay Nathan
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