The writing is on the wall. From top venture capital firms to industry leaders, the B2B SaaS space is universally accepting more customer-centric principles to proactively influence the lifetime value of the customer. With good reason. In Gallup’s “Guide to Customer Centricity”
Enterprise SaaS solutions have borrowed heavily from popular consumer apps and services. Old-school, stodgy account management practices are out. Personalized, interactive user engagement is in. Learning from the pioneers Ten years ago, Salesforce was probably the first enterprise software vendor that experimented
Amy Friedman, an experienced customer success management professional on the front line speaks candidly about the role and responsibilities of a customer success manager as well as what it takes to be successful in this field.