At first, customer success doesn’t seem like a role that would be data heavy. After all, isn’t customer sentiment and feeling a better indicator of success? While customer sentiment is, of course, important, it’s amazing how many metrics CSMs, customer…

Let’s step into the customer’s shoes for a minute: you’ve just completed a long (sometimes years-long!) sales process and are finally ready to get started with a new solution across your organization. And then, you hear the dreaded word onboarding.…

In 2020, it seems as though there is a technology solution for everything – especially for SaaS organizations and teams. One of the biggest breakthroughs of the last decade or so is CRM, or Customer Relationship Management platforms. These systems…

For many of us, 2020 has already been the longest year on record – and it’s only June. These past six months have brought on a slew of global challenges and changes, and SaaS organizations are definitely feeling the impact.…

The past few months have been ripe with changes, and not just for CSMs. Virtually every single industry and role has been impacted by the COVID-19 crisis and, as the weeks turn to months and short-term solutions turn into long-term…

Whether your team is figuring out a short-term remote work strategy or if you’ve received word that you’re going to be working remote until 2021, one thing is for certain: there will be more working from home ahead. Even as…

There is no doubt that the first half of 2020 didn’t pan out quite as planned. Nearly every single SaaS organization was forced to switch to fully remote operations over the last few months, moving everything from product to sales…

After months of trying to stay on top economic changes and, quite simply, treading water in a churning sea, many SaaS organizations are figuring out how to make it through on the other side. With many industries starting to open…

The last few months have definitely been eye-opening for many customer success teams, and SaaS organizations in general. Whether your team has gone through layoffs, are on a hiring freeze, or simply don’t have access to your customers the way…

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company.  I’m writing this letter as one of you, and one of them.  I’m one of you because I’m a…

Over the past few months, SaaS organizations have seen their fair share of change and uncertainty. Regardless of your industry, there are changes occurring in the world that will have a lasting impact on the way SaaS teams and their…

While most of the workforce has been, well, forced to work from home over the last few weeks, many have had very real awakenings to the ins and outs of working from home on a daily basis. Instead of working…