Customer Success Managers Are Project Managers Too

Business Outcome Management -The Next Customer Success Core Competency?

A co-authored article with…

The Importance of Every Customer Interaction in B2B

3 Things To Remember When Interacting With Your Customers

An Open Letter to Customer Success Managers

5 Pieces of Advice Accumulated Over the Last 12 Years of Managing Customers

5 Ways To Reduce Customer Effort

Reducing customer effort should be top of mind for customer success leaders as a key lever to delivering a great experience. Being easy to do business with is often discussed but it can be difficult to deliver across an organization and the many customer touch points…

Being Curious Prepares You For Leading

I had the great fortune of working at ExactTarget in its heyday from 2005 until the day the business was sold and integrated into Salesforce in 2013. My first gig was as an SMB Account Manager. The account management function was just starting to grow and the…

How Do You Know? — A Central Question to Customer Success

The Role of Coaching in Customer Management

If I wasn’t working in the software industry odds are pretty good that I would be spending my days in a high school gymnasium coaching basketball in some small Indiana town. I grew up loving the game and my beloved Indiana Hoosiers, and as I have grown…

Earning The Right To Customer Growth

The path to growth within the SaaS model goes through the existing customer base. It has been proven over the years as the data has been accumulated and analyzed. The SaaS model rewards those companies and teams who understand the importance of creating and…

The Foundation of Customer Success is Collaboration

Is there anything more important to achieving customer success than collaboration? Collaboration is the heartbeat of the supplier/customer relationship. In SaaS, alignment of customer requirements to a product solution must occur to ensure…