Energy, Innovation and Celebration: Customer Success Summit 2015  

Energy, Innovation and Celebration: Customer Success Summit 2015

These were the three words used to describe the annual Customer Success Summit which took place in San Francisco last week. I want to start off this post saying thank you. Thank you to all of the attendees, speakers, sponsors that made is the best Customer Success event to date. This year we saw over 1300 people… (Continue reading)

Your 90 day plan as a new VP of Customer Success  

Your 90 day plan as a new VP of Customer Success

Congratulations! You’ve just been appointed as a new VP of Customer Success. Now what? Over the last couple of years I’ve worked with many Customer Success executives who have been in this situation. I wanted to share with you some of the things you need to get done in your 30-60-90 days. In the first… (Continue reading)

Bringing Mobility to Customer Success  

Bringing Mobility to Customer Success

Mark Zuckerberg used to famously gather employees of Facebook in order to celebrate product achievements and proclaim that at any given point in time, Facebook was only 1% done. Done in the sense of achieving their mission “to give people the power to share and make the world more open and connected.” They knew they were only… (Continue reading)

My top 10 sessions for Customer Success Summit  

My top 10 sessions for Customer Success Summit

The count down is on and believe it or not the Customer Success Summit is less than 3 weeks away! If you’ve been following along with the news you know that this event is going to be BIGGER and BETTER than ever before! This year we have triple the number of sessions, 17 supporting partners,… (Continue reading)

Nominate your Customer Success Heroes!  

Nominate your Customer Success Heroes!

Just because the Oscars are done, doesn’t mean award season is over. We’ve just opened up nominations for the 2nd Annual Customer Success Hero Awards for both individuals and teams! The Customer Success Hero Awards are industry awards that recognize individuals and teams who go above and beyond. They are given out annually at the… (Continue reading)

Customer Retention Cost: A New Metric for the Boardroom  

Customer Retention Cost: A New Metric for the Boardroom

We’re well into the second decade of the SaaS industry. We’ve seen some phenomenal successes in the public markets with stalwarts like Salesforce.com, the next wave of SaaS companies including NetSuite and Workday, and more recent IPOs such as Box. However, there continue to be vigorous debates about the health of these businesses and what’s… (Continue reading)

Top 5 Reasons Marketers Should Attend a Customer Success Conference  

Top 5 Reasons Marketers Should Attend a Customer Success Conference

Written by Anne Janzer, Author of Subscription Marketing. As we approach the spring conference season, every marketer’s mailbox is filled with invitations to conferences and events. So many conferences, so little time! Should you sign up for conferences on social media marketing? Digital marketing? B2B marketing? How about a conference that doesn’t even have marketing in… (Continue reading)

Building an Early Warning System  

Building an Early Warning System

Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To move away out of… (Continue reading)

Inspiration for a Customer Centric Org  

Inspiration for a Customer Centric Org

It is becoming more and more accepted that customer success has to be more than just a function, it needs to be a company wide mantra. Putting customers first is now a core tenant of almost any SaaS or subscription business today. Now while many of us know that we should be focusing on ensuring customer delight,… (Continue reading)

Why I’m sending my entire team to the Customer Success Summit and why you should too  

Why I’m sending my entire team to the Customer Success Summit and why you should too

Written by Mark Fordham, VP of Services at Central Desktop. Customer Success as an industry is still growing and opportunities to discuss it and meet others in it are few and far between. That’s why I make it a point to attend the Customer Success Summit every year and why I always bring my team with me…. (Continue reading)

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