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How B2B Subscription Businesses are Adapting to the SaaS Slow Down with Randy Wootton
Mar 22, 2024 9:34:10 AMIn our conversation with Randy Wootton, CEO of Maxio, we discuss intricate challenges and shifts within the SaaS (Softwa...
Now that NDR is a Top SaaS Metric Your Budgeting Narrative Must Change
Mar 19, 2024 1:11:23 PMIn the ever-evolving landscape of SaaS metrics, one key indicator has risen to prominence: Net Dollar Retention (NDR). T...
The Principles of a Remarkable Customer Experience: A Chief People Officer Turned CCO’s Perspective
Mar 13, 2024 10:27:00 AMFEATURING RACHAEL POWELL, FORMER CHIEF CUSTOMER OFFICER AT XERO This article is part of our 2.0 Leadership Series, where...
How CS Becomes MVP of the Executive Team
Feb 29, 2024 9:29:19 AMFollowing the launch of the 2.0 magazine, we’re hosting a 4-part roundtable series designed to move the function of Cust...
Aligning Strategy and Incentives for Growth and Retention with Alastair Woolcock
Feb 28, 2024 1:46:21 PMFEATURING: Alastair Woolcock, Chief Strategy & Revenue Officer (CSRO) at Revenue.io Follow Alastair on LinkedIn Thro...
Career Pathing for CSMs | TheySaid
Feb 28, 2024 12:53:00 PMBuilding career paths is one of the most rewarding parts of being on a leadership team. You get to see people grow and d...
50 Things Every Customer Success Leader Should Know
Feb 26, 2024 12:53:00 PMWe asked Customer Success leaders from different industries, backgrounds, and current company sizes to answer the questi...
Speak the Language of the CFO When Setting the Customer Success Budget
Feb 22, 2024 3:13:00 PMHas your CFO asked about your plan to “be more efficient?" Customer Success is the only department that grows at (almost...
The 5 Stages of Digital Customer Success Maturity
Feb 8, 2024 1:55:00 PMMarley Wagner shared her company’s sophisticated Digital Customer Success maturity framework. Marley waslk us through ea...
Should Pre-sales Report Into Customer Success or Sales?
Feb 6, 2024 1:40:00 PMPre-sales (PS) plays a critical role in ensuring customers are a good fit, which begs the question: should the function ...
Personalizing Digital CS With the HEART Framework
Feb 1, 2024 10:12:00 AMIn this newsletter, you’ll read insights from Jyo Shukla’s book about building customer-centricity into the DNA of your ...
The Future of Digital CS? Take a Look at Brian LaFaille's Program
Feb 1, 2024 10:02:00 AMBack in 2019, when Google acquired Looker for the small sum of $2.6B, Brian LaFaille’s team quickly went from selling to...
Unified Feedback, Unified Front: Aligning GTM Teams with the Pulse of Customer Voice
Oct 11, 2023 9:39:46 PMThe voice of the customer is more than just feedback; it's the cornerstone of a thriving business. When customers share ...
Revenue and Relationships: Celebrating the Dual Mandate of CS Teams
Oct 5, 2023 2:13:37 PMAs we commemorate Customer Service Week, an occasion dedicated to spotlighting the contributions of those who nurture cu...
The Ultimate Guide to Boosting NRR: A Deep Dive Into Early Indicators for Revenue Leaders
Sep 27, 2023 2:47:08 PMLearnings from interviews with 500+ Revenue and Customer Leaders Attention all revenue leaders – CCOs, CS, CROs, and Sal...
Evolving NPS From Dial-Up to Fiber Optic: What We Can Learn from Blockbuster, Fax Machines and Paper Maps
Sep 12, 2023 10:47:43 AMNet Promoter Score (NPS) is a one-question metric that is tracked by two-thirds of the Fortune 1000 and is also celebrat...
10 years searching: Finally finding my secret sauce for 3x win rate
Aug 2, 2023 12:46:51 PMThe question: “What is your secret sauce?” This weekend I was at a parent-kid hangout and met a fellow immigrant mum who...
Finding Repeatable Land-and-Expand Strategies in the PIT
May 22, 2023 11:36:53 AMOf all places you’d want to find your sales opportunities, seemingly a pit would be one of the last, you’d think? Tales ...
Customer Perceived Value: The Crystal Ball for Business Growth
May 17, 2023 6:54:38 AMDeveloping a product and delivering it into the hands of customers doesn’t mean they will get value. In fact, without a ...
Who Owns Upsells? Finding the Right Combination For Customer Growth
Apr 28, 2023 7:04:08 AMLike many companies, you’re tired of hearing the “s” word: silos. Sales and customer success teams often find themselves...
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