Why don’t they listen to me!?! The short answer is “Data Driven Customer success” I get asked this by SaaS Customer Success / Customer Retention leaders more times than I can count. It’s asked or sometimes implied almost as a source of validation – as if to say “The CEO Read more…
I spoke to over 600 leaders in Customer Success / Customer Retention. Over the course of the next year, 75% of them were no longer in their role. I know many reasons factored into this (personal situations, other roles, economy etc.), but after chatting with many SaaS CEOs and digging Read more…
We can’t talk about new processes or change without reviewing our old friend the Kubler-ross change management curve. The change curve (modeled after the grieving process) is real. EVERYONE goes through it when something changes, it’s just a question of how long and how severe. The goal is to shrink Read more…
Most CEOs agree, losing a leader is very disruptive to the organization and expensive; it should be avoided if possible. ALL employees agree that losing their job is a terrible disruption and should be avoided if possible! Both CEOs and CS leaders can find value below and improve Customer Success at the same time! The Read more…
One prominent “leader” in CS CRM software stated: “The Point of onboarding is to help users get acquainted with all the features of your product.” If you believe this, please keep reading! For most customers I start to work with, ~92% of the value of the human assisted onboarding process Read more…
Recently a prospective Customer asked me “what is your approach to influencing Executive behavior?” ” but like everything in Customer Success, it’s more complicated than that.“ The one word answer is “Data”, but like everything in Customer Success, it’s more complicated than that. Here is what I see in most organizations Read more…
Like many business people, I start my day reading publications, news media as well as listening to my Alexa Flashbriefing. One of my guilty pleasures is reading ScientificAmerican.com (I know – C-R-A-Z-Y!) Part of what I like is that many studies are peer reviewed, so there is at least some Read more…
Every SaaS business knows they have to care about Customer churn. In fact, churn is top-of-mind critical to most companies I speak with. Run a search for how to calculate churn, there are literally hundreds of articles from different talking-head professionals in the industry selling Customer Success management systems, Data Visualization tools, Read more…
If you manage a Customer Success group here are some thoughts on how to improve your performance, identify potential relationship ending challenges with your customers, and more importantly, see how one company went about reducing churn (with significant SUCCESS)