For those of us keeping up with the recent news cycle, the questions surrounding COVID-19 and the impact this crisis will have on the economy keep coming. Outside of the obvious questions surrounding the health risks of your friends and…

These are unprecedented times we are living through right now. In what seemed to be an overnight development, the entire SaaS industry (along with basically every other industry) was forced out of their offices and into remote work.  This change…

In the modern SaaS-driven world, standing out from the competition is getting harder and harder. With so many integrations, add-ons, and premium features coming up in what seems like every sales conversation, standing out from the crowd can take a…

When it comes time to identify the most critical part of the customer lifecycle or customer journey, a few big milestones like ‘closing the sale’ or ‘growing adoption’ might be thrown out there. But nothing quite comes close to onboarding,…

For many people working in the SaaS industry, the term Customer Relationship Management (CRM) has become a blanket ‘catch-all’ term for anything having to do with sales, onboarding, adoption, renewals, and, yes, customer retention. Those of us in the customer…

  This post is a change from our normal content on customer success best practices.  Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr…

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers?…

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and…

As your team is planning out the customer onboarding experience, it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years…

Every year, reports are published claiming that ‘this is the year of x’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries…

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side,…