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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

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 …

11 Things To Kick-Ass In Customer Success The demand for customer success managers in SaaS is growing constantly. Customer expectatings have never …

Why Product Usage Monitoring Is Pointless If I would drew up a list with the most common customer success practices monitoring customer …