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New perspectives on
customer success

Find my latest insights, thoughts and strategies dedicated to help you seize untapped growth opportunities.

 

Overview

CS Ops

Customer success without CS Ops If you don’t have a Customer Success Operations role or team you need to fix that quickly. …

The Costs of Misalignment on Customer Success Customer success teams can’t win on their own. Because customer success = right product + …

The Simple Customer Success Formula Most SaaS companies think customer success is introducing a new customer to each and every product feature, …

How Customer Success Powers New Customer Acquisition SaaS CEOs, CROs, CMOs and CSOs alike are constantly looking for ways to grow faster …

Characteristics of a customer-centric SaaS company It’s almost a cliché for a SaaS business to put the customer “front and center” of …

How to build better customer relationships Please don’t tell this to anyone: The most valuable asset for a SaaS company are high-quality …

Scaling Customer Value In SaaS It is unfortunate how many SaaS companies still consider customer success as a cost center (and the …

How many customer success managers you really need A rule of thumb I’ve encountered frequently was that you should hire 1 CSM …

When to introduce the CSM in the customer lifecycle Let’s start with what’s easier to determine: The latest point to introduce customer …