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 … More Accelerating and Scaling Customer Success in SaaS

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 so many companies are struggling with this question, I decided to write a blog on … More Rebuilding Your Customer Success Foundation

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:ย  OPSP: One-Page Success Plans OKRs: Objectives and Key Results KPIs: Key Performance Indicators SMART Goals: Specific (simple, sensible, significant). Measurable (meaningful, … More Company Strategy

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 essentialย 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 … More Managing Critical Hand-Offs in SaaS [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 goals into a V2MOM, explaining your goals in terms of Vision, Values, Methods, Obstacles, and … More How to Scale Customer Success in a V2MOM Framework [Presentation]

Customer Success Strategies & Analytics should be part of all MBA Programs – Here’s Why.

Customer Success Matters in Business – MBA Schools are Taking Notice. Business schools today are recognizing the importance of customer success and customer marketing as part of a bigger business strategy. USF recently started offering an MBA program with a concentration on customer success and insights, further confirming the need for schools to put an … More Customer Success Strategies & Analytics should be part of all MBA Programs – Here’s Why.