We all know the challenge – convincing potential clients to take the leap and try a new SaaS product. But how do we encourage them to be truly invested in their success with our platform? In short, ho…
The per-seat pricing model has been a cornerstone of SaaS for a long time, but there's a growing trend towards exploring alternative models. Factors like feature usage and customer value are gaining t…
A few years ago, Jason Lemkin famously asserted that Customer Success is worth about 6X the initial Annual Contract Value over its lifetime. This was a powerful statement underscoring the value Custom…
Before you answer, consider this. Do you think: Faster time-to-value always means lower churn? Value must be measurable to be meaningful? Every touchpoint impacts customer loyalty? Of course you do! A…
CS teams are being asked to play a bigger role in generating expansion revenue, but what does that mean? Do your CSMs have to become sales people? I don’t think so. Instead, I believe that your team c…
One of the most common NPS detractor scenarios is feedback that is all about a local issue: configuration, security or other local choices the vendor has no control over. I have seen things like "won'…
A question I get a lot around retention frameworks are effective or overrated? So, in my experience, there is no once-size-fits-all model. While they can help identify key success metrics, they also h…
im Building a sample org chart for how our company might be structured for 100 employees (we are currently around 25 employees). I know this question is void of much context but I’m trying to understa…
I am looking for advice and experience on how to manage the following types of communications: Uptime/downtime notifications for routine planned maintenance Uptime/downtime notifications for unplanned…
