Prepare To Be Successful

Want to dramatically improve the results you’re getting as a CSM? Before your next customer success conversation do the following. Get a big sheet of paper, split it into 5 columns. In column 1 list the Top 10 ways to improve delivery of value to the customer....

Customer Success : A Sticky Business

What would happen to our retention number if we didn’t have a customer success team? That question is in the mind of most SaaS executives. A SaaS solution has an inherent level of stickiness. The stickier your product the less you need customer success to drive...

Understanding The Power Of Outcomes In Customer Success

Blog Customer success professionals all know that delivering business outcomes for customers is critical. I’d wager at least 90% of the CSMs who read that sentence would agree. If we dig below the surface what does it actually mean to say that outcomes are critical...
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