Creating a customer health score

A customer calls out of the blue to let your Customer Success team know they will not be renewing…

5 Customer Success Questions — Answered

The topics in this post are the most common Customer Success questions I’m asked by…

11 Articles on Customer Success that Will Change Your Business

The Customer Success Toolkit — And Why We Shouldn’t Even Call it That

Principles of Customer Success

Over the past year, my company has spent a lot of time refining our Customer Success and Support models. We are a B2B SaaS company serving the service industry (retail, hospitality, restaurant, and the like).

5 Surprisingly Simple Practices for Stellar Customer Success

These are the 5 concrete things anyone…

The Value of Customer Onboarding

Proper onboarding isn’t done to prevent churn; it’s done to ensure the customer achieves their Desired…