0 comments on “6 Onboarding Challenges to Avoid in Customer Success”

6 Onboarding Challenges to Avoid in Customer Success

Photo by Grant Ritchie Developing a software implementation program can seem daunting, especially with growing customer expectations. If getting a product up and running is slow, for example, eager customers will quickly reevaluate competition. Customer risk management is key from day…

0 comments on “Accelerating and Scaling Customer Success in SaaS”

Accelerating and Scaling Customer Success in SaaS

In my latest blog, published on Vanilla Forums, I talk about how your customers are the key avenue for growth. How do you scale from one to many? You can learn more about the voice-of-customer and how to leverage customer…

0 comments on “Rebuilding Your Customer Success Foundation”

Rebuilding Your Customer Success Foundation

Recently, several companies have reached out to me to help them rebuild their customer success programs. Customer needs change, technology changes and your team & services need to keep up. This type of work is always rewarding for me. Since…

0 comments on “Company Strategy”

Company Strategy

Frameworks can help companies grow and build alignment cross-functionally. They contribute to better communication and understanding of company goals. We help companies with Strategy Frameworks for building teams, meeting goals, and identifying key opportunities:  OPSP: One-Page Success Plans OKRs: Objectives…

0 comments on “Building a ProACTive Customer Success Team [Video + Presentation]”

Building a ProACTive Customer Success Team [Video + Presentation]

Dave Blake, Founder of ClientSuccess, invited me to speak at the inaugural #CS100Summit in 2016. I shared my story from the trenches at WalkMe. You can find the presentation and video below. Driving proactive customer strategies involves 3 major components: Proactive Customer…

0 comments on “Managing Critical Hand-Offs in SaaS [Presentation]”

Managing Critical Hand-Offs in SaaS [Presentation]

I had the honor to speak at Pulse 2016 with Karen Pisha and Chad Horenfedlt. We agreed that establishing a working relationship between customer success and sales is essential for effective customer interaction. Communication, automation, and monitoring the transactions are all…

0 comments on “How to Scale Customer Success in a V2MOM Framework [Presentation]”

How to Scale Customer Success in a V2MOM Framework [Presentation]

I spoke at SuccessCon in Seattle recently and shared how I have scaled teams. Creating a team or plan requires a framework that executives can run with, and then one that customers and employees can resonate with. By framing your…