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 communities to build stronger customer relationships, increase revenue and convert prospects. You can read the… Read More

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 and Key Results KPIs: Key Performance Indicators SMART Goals: Specific (simple, sensible, significant). Measurable (meaningful,… Read More

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 key component for smooth transitions and collaboration. Here is our presentation that we shared. Managing… Read More

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 goals into a V2MOM, explaining your goals in terms of Vision, Values, Methods, Obstacles, and… Read More