The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their [...]

Is it possible to have too much of a good thing? If we’re talking about time at the beach or the love of a puppy, I’d argue the answer is no. However, when it comes to automation in Customer [...]

I’d be preaching to the choir if I droned on about the importance of segmenting customers to snag results. That said, in this ever-changing world it is easy to miss the boat on how to effectively [...]

Newsflash: Most Sales and Customer Success (CS) professionals can’t read minds. Okay – that’s probably not surprising. But it seems to be a common assumption when there is no defined strategy for [...]

“Sometimes it’s the journey that teaches you a lot about your destination.” While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the [...]

How do I increase customer retention? It’s one of our most frequently asked questions. Although the answer is multilayered and complex, one of the essential building blocks to answering it [...]

A Director at a successful SaaS company recently approached me about the role of marketing in customer success. This leader understood that the marketing team was a valuable resource when [...]

Let’s be honest. If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. That isn’t quite our reality though. The CS [...]

Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we [...]

In a fast-paced, resource-strapped world, solving problems through automation is a no-brainer. Auto-delivering customer communications through technology can cost less and is often faster. Plus, [...]