Blog
Who Should Own Renewals and Upsells: Sales or Customer Success?
May 11, 2020 1:24:48 PMCOVID-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
May 5, 2020 8:29:43 AMEvery 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
Apr 28, 2020 8:43:17 AMEvery 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.
Apr 20, 2020 8:01:39 AMOftentimes, 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.
Apr 13, 2020 8:25:23 AMIn recent years I’ve had a number of former colleagues and mentees ask whether Customer Success is a good career—and if ...
I’m sorry, but “lack of adoption” and “lost champion” aren’t reasons for customer churn
Mar 30, 2020 12:03:59 PMThe title of this piece is intentionally snarky. Here’s the full story… After interviewing dozens of Chief Customer Offi...
[Podcast] Common mistakes in early-stage fundraising
Mar 27, 2020 4:08:00 PMThe 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
Mar 23, 2020 9:16:00 AMTech 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
Mar 20, 2020 2:01:00 PMFor 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
Mar 17, 2020 11:12:19 AMWhen evaluating a customer’s risk for churning, companies tend to instinctively over-index on product usage. Are custome...