Nobody wants to use your SaaS product

Are you “training the trainer” or are you just being lazy?

Having a customer who has developed robust internal training for your product is the holy grail of any SaaS company with a highly customizable solution. They’ve created customized versions of training materials tailored to their…

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.

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?

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

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

Is your customer journey map getting your customers lost?

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…

The three questions to ask about every new feature release