3 questions every new VP of Customer Success should answer  

3 questions every new VP of Customer Success should answer

Part of the Customer Success Summit On-Demand Series Starting a new job anywhere can be a challenge, but starting a new job in an industry that is still being defined often has more questions than answers. For VPs of Customer Success the first 90 days in the role are critical for ensuring long term success,… (Continue reading)

Customer Success Reimagined  

Customer Success Reimagined

When you’re in an industry that has completely taken off, sometimes you need to take a step back and say, “what were we trying to accomplish in the first place?” Customer Success as a whole has certainly skyrocketed across SaaS and subscription businesses. Five years ago if you said you worked in Customer Success people… (Continue reading)

The Art and Science of Customer Experience, Growth and Segmentation  

The Art and Science of Customer Experience, Growth and Segmentation

Part of the Customer Success Summit On-Demand Series One of the biggest challenges Customer Success organizations face as they grow is how to manage all their customers.  A growing customer base presents several challenges, especially if you have a wide range of customer size, scope and revenue. One common strategy is to divide that customer base into… (Continue reading)

Customer Success: Play to Win  

Customer Success: Play to Win

Part of the Customer Success Summit On-Demand Series Customer Success is taking off and has grown beyond being just a function within many organizations. For the last couple of years the industry has gone through several phases of understanding. First looking at why we need customer success, then to what is customer success and finally now to how… (Continue reading)

Customer Success the Next Generation: What is the Final Frontier?  

Customer Success the Next Generation: What is the Final Frontier?

Part of the Customer Success Summit On-Demand Series Over the past 5 years, Customer Success has become a recognized philosophy in almost all SaaS and subscription businesses today. Now that we’ve moved from infancy towards maturity, how will the industry continue to evolve? Will the customer success function grow or will it be absorbed into… (Continue reading)

Super Users and the Membership Economy  

Super Users and the Membership Economy

Part of the Customer Success Summit On-Demand Series What is a Super User? That customer that know your product well, they use it often and they share that drive and passion with other people. With today’s  subscription businesses these users are more important than ever for driving your product forward because not only do they bring… (Continue reading)

The Totango Mobile App is a Winner!  

The Totango Mobile App is a Winner!

When we released our Totango mobile app back in March we knew it was going to be big, so we’re very excited that the industry sees it that way too! Today, SIIA announced the winners for the NextGen Awards in Mobile and Totango won the award for Most Disruptive. The NextGen Awards are presented to… (Continue reading)

Zen and the Art of Customer Relationships  

Zen and the Art of Customer Relationships

Part of the Customer Success Summit On-Demand Series In the world of SaaS and subscription business, companies live and die on based on their customers. This is why it’s more important than ever to make sure we are working to win our customers’ loyalty and trust on a day to day basis. As CEO and co-founder… (Continue reading)

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)

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