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 “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…

0 comments on “When the Premium Customer Experience isn’t so ‘Premium’”

When the Premium Customer Experience isn’t so ‘Premium’

I may be especially sensitive to customer experiences because I work in the field & hence why this story I am about to share is so startling. It brought back all the stories I read in Jeanne Bliss' book, "Would…

0 comments on “Customer Success Strategies & Analytics should be part of all MBA Programs – Here’s Why.”

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…

0 comments on “Customer Success: Key Learnings from Saastr Europa 2018”

Customer Success: Key Learnings from Saastr Europa 2018

I just returned to San Francisco after an exhilarating two days at SaaStr Europa 2018 in Paris. What struck me most was the champion network that was being built everywhere I looked. People eager to connect and share their challenges and to…

0 comments on “Growth Hackers – AMA with Emilia D’Anzica”

Growth Hackers – AMA with Emilia D’Anzica

David Morales Hello Emilia, What was the biggest challenge in 2016 for you and your team at WalkMe? Emilia Maria D'Anzica Hi David! WalkMe is rapidly growing, and we are now over 350 employees globally! As pointed out by our…