Learn how customer success leaders are making positive organizational impacts, solving real business challenges, and building cultures of customer success.
New posts each Tuesday and Thursday.
Katie Rogers currently serves as the VP of Customer Success at SalesLoft, where she built the customer success department from the ground up. Salesloft is one of the fastest growing startup companies in SaaS today, due in no small part to Katie’s attention to detail and her wealth of knowledge in the customer success space. […]
Many organizations may believe that they are truly customer-focused and put significant resources in place to make sure customers are successful. After all, building a customer success team requires a hefty budget line to hire the right leader, the right individuals, and even more budget to ensure that they have the right tools and processes […]
2016 was a busy year for customer success leaders. A growth in innovative technologies, creative engagement strategies, and interdepartmental collaboration revolutionized the role of customer success. New education materials, thought leadership, and programs brought a jolt of urgency and creativity to the customer success landscape. It’s now possible for customer success leaders to know what […]
SaaStr Annual kicks off today. If you work for a SaaS company or use SaaS products across your organization, then you’ve probably heard of SaaStr, or at least you know many of the companies attending and sponsoring. In fact, it’s the biggest SaaS event of the year, and today 10,000 SaaS experts from around the […]
Setting and meeting goals helps you grow and scale your organization. For customer success leaders, these goals are often centered on retaining customers and increasing upsells. To achieve these goals, there are many goal setting methodologies that help to align and engage your teams. Today we are going to discuss the OKR method to goal […]
Each year we travel the globe hosting roundtables with customer success executives. Each time these roundtables inspire new ideas, models, and strategies. It’s awesome to listen to executives as they share their thoughts regarding specific topics on customer success. We’re excited to kick off the 2017 roundtable global series in San Francisco on Monday, February […]
While customer success is much more than simply a set of measurements and gauges to predict customer health, it’s vital to have a set of metrics to guide the journey. In fact, without a tried and true set of metrics, your organization could be operating blindly and may be relying on gut feels or false […]
Dave Blake, Founder/CEO, ClientSuccess, sat down with Ryan Smith, Founder/CEO, Qualtrics, for a fireside chat to kick of the CS100 Summit in Park City, Utah, September, 13, 2016. Ryan started Qualtrics in his basement in 2002, and has since grown it into a software leader with a track record of success with over 90,000 clients […]
Customer Success as a Culture — Why the Concept of a ‘Trusted Advisor’ is Something Emarsys Champions
Customer success teams have gone through strategic changes and growth over the past few years. This important strategy and business focus drives toward the outcome of retaining and growing your customer base. As you continue to adapt and change your customer success strategies and tactics, remember this key focus—customer success is not a department, it’s […]
Customer success is one of the most important—if not the most important—function in a SaaS business. But more often than not, new business sales is given the spotlight. Typically, companies focus on highlighting new customer wins, new logos, and giving sales reps recognition for crushing their quotas. And while certainly nothing is wrong with that, […]
For those just joining my blog series CSM from the Trenches, welcome. In this series I discuss trends, best practices, and advice for frontline customer success managers (CSMs). Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Let’s move […]
Tony Nadalin currently serves at the Group VP of Customer Success in Oracle’s Marketing Cloud. Oracle is a leading computer technology company that offers comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems. Tony brings about 20 years of expertise in customer success and support in high tech and SaaS, including […]