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What If Customer Success Isn’t Necessary?

What If Customer Success Isn’t Necessary?

A Business Utopia Have you ever thought about what the world might look like if Customer Success (CS) was something that you didn’t need? I certainly had not considered this, and while it is a theoretical extreme, it’s an interesting construct to think about. What if:...
Customer Success is NOT Customer Support

Customer Success is NOT Customer Support

The discipline of Customer Success continues to evolve at an exciting pace. As I talk to many companies looking for Customer Success leadership to take them to the next level, I am reminded of some of the fundamentals of Customer Success, and how to bring maximum...
The Customer Success Mindset

The Customer Success Mindset

All smart SaaS business are beginning to invest in Customer Success but it’s not just something you can throw a few dollars and bodies at. Customer Success starts with a mindset, and that mindset has to permeate throughout your entire organization. In this post, we’ll...
How Customer Success Can Team Up With Sales

How Customer Success Can Team Up With Sales

A Team Offense CS and Sales working together leads to happy customers, upsells, and best of all — high renewal rates. Most organizations go about this in the wrong way in the beginning; they define Customer Success as a role that puts out fires reactively, usually as...