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.
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…
In this blog I will share some of my experiences — both successes and failures — in driving product adoption. Most recently I’ve been a Customer Success leader, but I’ve also spent decades as a Marketing and Product leader in tech companies. No matter my role, the…
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…
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?
As SaaS Customer Success leaders, we all know we need to understand how our customers…
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…