Jan
07
This is a topic that always gets a lot of attention when I talk about it. Invariably, when I mention the phrase “Quarterly Business Review (QBR)”, I’ll get requests for a QBR template or get asked a number of questions. It’s a classic case of something that sounds really good and...
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Dec
30
I have been in Customer Success for many years. During that time I have seen many changes and my role has morphed in many directions. One thing is common with all the variations of the Customer Success position: the slow approach of your CEO with his/her eyes focused on yours. ...
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Dec
27
As companies mature, organizations that were at one time encompassed in one person, become separate and distinct. Early on at many software companies, one person might be responsible for training, implementation, Customer Support, Professional Services, and Customer Success and perhaps even renewals and upsell. Over time, each of those will...
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Dec
27
It is useful to think about Customer Success providing a roadmap and motivation to do more and Professional Services as the arm to help customers execute on that roadmap. If you are doing both, your customers are demonstrating commitment to your product and continuing to build on the value that...
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Dec
12
We may never have met formally, but I think we know each other quite well. My name is Sally McField. My family knows me as Sally or Mom, and my business card reads Customer Success Manager. However, I have a secret life that I keep hidden when I go to...
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Dec
03
I was sitting in a board meeting for one of my portfolio companies last month and two interesting things happened. First, the company reported it had zero customer churn (or 100% retention) in the quarter for the first time in its history. Next, the company’s CEO shared a story about...
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Nov
28
Although full bellies, football games and a giant Snoopy floating above the streets of NYC, often distract us, Thanksgiving is a time for family, friends and reflecting on what we are blessed with. We feel especially fortunate at Gainsight, having just gone through a second round of funding, a great experience...
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Nov
26
Well in case you missed it last week, a small company called Salesforce.com hosted their annual Dreamforce conference in San Francisco. The destination event managed to drive over 100,000 people to the city by the bay, resulting in a whole lot of traffic, but even more excitement over the future...
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Nov
13
The subscription economy is forcing companies to take a serious look at revenue from existing customers. The success of your business now relies on retaining and growing revenue from your customer base... or in other words, making sure your customers are healthy. But how do you quantify the health of...
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Nov
07
Dan had some great comments in his post on Nov. 5 about “Aligning Customer Success and Customer Support.” However, there’s something to be said for many companies who have built a traditional sales/support organizational structure without Customer Success in the original plan. So how does a company get from the...
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