Why doesn’t your company listen to Customer Success? (Data Driven Customer Success)
Why don’t they listen to me!?! The short answer is “Data Driven Customer success” I get asked this by SaaS Customer Success / Customer Retention
Customer Success Leadership
I spoke to over 600 leaders in Customer Success / Customer Retention. Over the course of the next year, 75% of them were no longer
10 Steps to roll out Processes CSMs Will Follow & Improve Customer Retention
We can’t talk about new processes or change without reviewing our old friend the Kubler-ross change management curve. The change curve (modeled after the grieving
Why 75% of Customer Success leaders lost their jobs since 2021 (and what to do about it)
Most CEOs agree, losing a leader is very disruptive to the organization and expensive; it should be avoided if possible. ALL employees agree that losing their job is a terrible
Gain 92% More Value From Customer Onboarding From These 12 Steps
One prominent “leader” in CS CRM software stated: “The Point of onboarding is to help users get acquainted with all the features of your product.”
Why don’t executives listen to Customer Success?
Recently a prospective Customer asked me “what is your approach to influencing Executive behavior?” ” but like everything in Customer Success, it’s more complicated than
Customer Success – It’s Not Rocket Science (it’s harder)
Like many business people, I start my day reading publications, news media as well as listening to my Alexa Flashbriefing. One of my guilty pleasures
Why Companies Underinvest in Customer Success
Every SaaS business knows they have to care about Customer churn. In fact, churn is top-of-mind critical to most companies I speak with. Run a search for