The Two Questions CSMs Should Ask in Every Meeting

The Two Questions that Customer Success Managers Should Ask at Each and Every Client Meeting Many Customer Success Managers (CSMs) struggle with lacking the confidence, or the experience, to have the most effective conversations with their clients. They tend to get nervous or uncomfortable with asking clients about business issues and discussing what it will[…]

The World Cup, Software Adoption and Customer Success

The most amazing thing happened after recent World Cup game. The Japanese spectators all cleaned up after themselves in the stadium. Many of them had even brought their own trash bags to make sure that they could leave the place spotless. When have you ever heard of such a thing happening at the sports events[…]

Lessons from roommates & houseguests

Digital work lessons from home What houseguests and roommates can teach us about collaboration and Software Adoption The rise of the digital workplace is changing how people collaborate and conduct work, forcing us to reexamine a lot of assumptions and rote behaviors. We need to rethink both how we work and how we impact others’[…]

3 Steps to Build Better Customer Success Relationships: “The Go-Slow to Go-Fast Approach”

Many well-intentioned CS professionals are so focused on the details of their product or service, and are in a rush to get the customer to cover a lot of information, they skip the critical relationships-building tasks that form the foundation for a strategic, trusting relationship. As a result, clients are cautious and hesitant to engage[…]

Successful Software Adoption

1 Most organizations are surprised by how difficult it is to get people to adopt new technology. The biggest mistake many organizations make is believing that people will have no choice but to adopt a new IT system because it will be mandatory. Sound familiar? Mandating system use is a common approach that is guaranteed[…]

How to improve Customer Success and reduce customer churn in a SaaS company

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)[…]

Top-5 Customer Success Conferences to Attend this Spring

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[…]

Successful women leaders are breaking new ground in Customer Success

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[…]

Successful women leaders are paving the way for customer success

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[…]

SaaS Customers Key to Success

The 4+1 Keys to Successful Software Adoption Planning & Execution

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[…]