Blog

Even for companies with a laser focus on Customer Success, the period before a key client renewal can be a nervous one. How the customer ‘feels’ about your service at renewal is as (or more) important than the actual value they accrue. Every renewal is an opportunity to churn so it’s essential they ‘feel’ they […]

I had one of my regular conversations with a Customer Success Manager (CSM) recently. For the uninitiated, CSMs are the new breed of customer account manager tasked with increasing renewal rates and contract sizes at SaaS businesses. She was responsible for 50+ accounts but had no Customer Success specific software to help her manage and […]

We all know that it is important to segment your customer base in Customer Success… But why? Like all things in business, the ultimate answer is—to generate more revenue. But how?

At Davos World Economic Forum 2016, there was much talk of the 4th Industrial revolution. The man who literally wrote the book on it, Professor Klaus Schwab, defines this revolution as being “…characterized by a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres.” As this revolution unfolds, we […]