30–60–90 Day Plans for Customer Success Leaders

One trend I’ve noticed in interviewing for CS leadership roles over the past few months is companies asking for 30–60–90 day plans as part of the interview process.

Nobody wants to use your SaaS product

Hey. I’ve got news for you. Nobody wants to use your SaaS product.

Nobody leaps out of bed in the morning excited to spend time learning a new software product. Sorry. They bought your software because they are hoping it will solve a…

Just get started: How to use a Lean Startup mindset to develop effective customer programs

How to focus your product adoption efforts

As SaaS Customer Success leaders, we all know we need to understand how our customers…

How to get your customers to actually do what you need them to do — without the tears!

I must admit I get a little scared when I hear all of the excitement around “digital touch” customer success strategies. Because if poorly done, these tactics are useless at best and…

Is your customer journey map getting your customers lost?

If your customers tell you they want a faster horse, you’re asking the wrong questions

The three questions to ask about every new feature release

How to uncover “hidden” customer experience issues in a scaled organization

Who is “the customer?”

In the SaaS world we’re always talking about “the customer.” Is the customer getting value? Is the customer a churn risk? Will the customer expand?

Who, exactly, is this “customer” we’re always talking about?