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Journal

Tag: Customer Success

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
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
B2B SaaS
Three Killer Cs
Learn More ›
By Jay Nathan
Operations
The Customer Success Data Gap
Too many SaaS companies deploy Customer Success Managers who capture and share anecdotes and stories instead of using data to generate insights that tell a cohesive story. Learn More ›
By Jay Nathan
Customer Success
The Virtuous Cycle of SaaS Customer Success
I think of a SaaS company as a contiguous system of interdependent functions. Learn More ›
By Jay Nathan
Customer Growth
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 ›
By Jay Nathan
Customer Retention
Demonstrating Customer Value
True customer success requires demonstrating value to customers, which justifies the dollars they spend with your company. Learn More ›
By Jay Nathan
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