Customer Success

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…

Finding The Intersection Between Interest & Opportunity

One of the best pieces of career advice I have received over the last couple of years came via Kristian Andersen in a lunch ’n learn we hosted at Sigstr. We were talking about the hunt that many go on to find and follow their…

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…

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…

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…

Customer Success Managers Are Project Managers Too