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Who Should Own Renewals and Upsells: Sales or Customer Success?
Who Should Own Renewals and Upsells: Sales or Customer Success?
May 11, 2020 1:24:48 PM

COVID-19 or not COVID-19, I bet you have heard that question many times, as it is one of the most common topics posed in...

Advice for Quickly Advancing in Customer Success, From One of the Valley's Rising Stars
Advice for Quickly Advancing in Customer Success, From One of the Valley's Rising Stars
May 5, 2020 8:29:43 AM

Every Customer Success organization needs to hire for potential and skill. There simply isn’t enough history behind the ...

The Customer Success workflow: Too much noise, not enough insight
The Customer Success workflow: Too much noise, not enough insight
Apr 28, 2020 8:43:17 AM

Every CSM has a different workflow. Their tasks, information, and communication all live in different places; they have ...

We'll be working remote for another 6+ months. Time for a 1:1 tune-up.
We'll be working remote for another 6+ months. Time for a 1:1 tune-up.
Apr 20, 2020 8:01:39 AM

Oftentimes, one-on-one meetings are hurried, disorganized check-ins or quick performance reviews that get overlooked or ...

CSMs: Considering a horizontal move to progress your career? Read this first.
CSMs: Considering a horizontal move to progress your career? Read this first.
Apr 13, 2020 8:25:23 AM

In recent years I’ve had a number of former colleagues and mentees ask whether Customer Success is a good career—and if ...

[Podcast] Common mistakes in early-stage fundraising
[Podcast] Common mistakes in early-stage fundraising
Mar 27, 2020 4:08:00 PM

The first mistake founders often make when fundraising is starting too late: they begin talking to investors when they n...

Day 1: Product idea. Day 2: Core values
Day 1: Product idea. Day 2: Core values
Mar 23, 2020 9:16:00 AM

Tech news publications have been pouring out horror stories about imploding company cultures—places where companies left...

[Podcast] Setting up a customer health score that means something
[Podcast] Setting up a customer health score that means something
Mar 20, 2020 2:01:00 PM

For executives who are inherently short on time, it makes sense to to try and drive toward business metrics that point t...

[Podcast] Product usage is a vanity metric
[Podcast] Product usage is a vanity metric
Mar 17, 2020 11:12:19 AM

When evaluating a customer’s risk for churning, companies tend to instinctively over-index on product usage. Are custome...