New perspectives on
customer success

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

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

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

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

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

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

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

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

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