2 – min read As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more …
5 – min read Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value
4 – min read True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die. Amazon’s Customer
6 – min read Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you …
5 – min read Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you …
4 – min read A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent …
3 – min read Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and …
4 – min read The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to …
3 – min read Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. …
5 – min read There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the …
2 – min read Yesterday we hosted the second event in our CXO Series for Customer Success executives. I didn’t think this one could be better than the last, …
3 – min read In this digital age, virtual teams and remote engagement are the new norm. Signals are that businesses are considering putting much more emphasis on remote …
3 – min read As America gets back to work and begins recovering from the economic downturn and delays that accompanied the 2020 pandemic, companies are discovering they must …
5 – min read The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based …
5 – min read Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having …
4 – min read The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your …
6 – min read Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. In …
2 – min read Hi, We are two months in and finally, we are starting to see the light at the end of the tunnel. While we have been …
4 – min read The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how …
3 – min read A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that …
4 – min read Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital …
