1 What is Customer Success for today’s business? Customer Success provides a solid foundation for a company to grow and scale with customers for life. In today’s competitive market, SaaS providers fully depend on upsells, referrals and renewals year after year. Most SaaS companies put all of their focus and effort into developing their product(s)[…]
In 2018, the focus of Customer Success (CS) is how to make it a company-wide effort since cross-functional strategies and well-coordinated action is required to drive CS. To help you improve your customers’ experience, retention and loyalty, world experts are gathering to share their CS best practices, tactics and methods with you. Tri Tuns gathered[…]
Customer Success (CS) is a new, fluid, and rapidly evolving discipline. And what we’re finding is most of the successful leaders in CS are women. We have been honored to work with exceptional women CS leaders around the world and wanted to take a moment to celebrate their accomplishments and showcase their insights, qualities and[…]
Customer Success (CS) is an exciting field and while still a very young and rapidly evolving discipline, some initial trends are starting to emerge. One of the most exciting and compelling trends is that many strong and talented women business leaders are boldly breaking new ground in the CS space. These Customer Success women leaders[…]
For SaaS vendors and SaaS customers……. People are confronted by questions all the time, some as simple as “what came first, the chicken or the egg?”, and others not so simple like “who owns software adoption?”. All sarcasm aside, these two questions are related as they both apply to the world of customer success and[…]
Many SaaS vendors recognize the need for a Customer Success Management Strategy, but they struggle with knowing where to begin creating this capability. They often start with what they are comfortable with and by doing what they already know how to do. But this won’t solve their problem. It is time for something new. The[…]
What a 2 year old can teach you about software adoption We can learn a lot from young kids, if we just pay attention. Here is an example that can help you increase adoption of your software and performance over year team. Action See if you can relate to this one. This morning we[…]
The critical ARC of your software learning curve While working on a client Software Adoption Rescue project, the client executive shared that they had always known their users would need to navigate up a steep learning curve before they fully adopted the software. Yet, despite this expectation and their best efforts to provide the communications,[…]
Who wouldn’t like to secure 20 years’ worth of renewals with each of their customers? Well, this is doable and, in fact, if you sell on a subscription basis, this should be your goal from the very beginning. But how do you get there? Ask yourself, “How would I need to approach and manage a[…]
It is time to rethink some major assumptions and turn conventional wisdom on its head when it comes to how buyers and sellers of software approach user adoption. For many years, user adoption was, at best, an after-thought once a system was live. At worst, it was ignored completely. IT departments and executive sponsors were[…]
