Customer Success Metrics that Increase Executive Support
You need to have clear executive support if your customer success program is going to survive. What metrics and measures do you need to prove…
The New SaaS Sales: Treat Perspective Software Buyers Like Investors, Not Customers
If you are a software vendor, consider this: What would it look like if you approached each sale like you were trying to raise investment…
What About The Customer?
This guest blog was written by Jason Noble, a UK-based expert in Customer Success. Jason is also a co-host of, “The Jasons Take On…” a…
5 Must Do Steps for People-Centric Customer Success
When customer success (CS) first came into the mainstream, many vendors focused firmly on their product. They were very focused on specific features and functions.…
The Very First Question a Customer Success Team Needs to Ask
If you are like many customer success managers, you are probably extremely focused on the question: “Will our customers be successful with OUR software?” You…
The Secret to Get Your Customers to Drive Software Adoption on Their Own
For years, long before the invention of SaaS, software vendors could make tons of sales by selling customers on the idea that software would solve…
What Customer Success and Software Adoption Teams Can Learn From Nature!
I recently watched this great video from Sustainable Human that tells the story about how reintroducing just 14 wolves to Yellowstone National Park in 1995…
The World Cup, Software Adoption and Customer Success
The most amazing thing happened after the recent World Cup game. The Japanese spectators all cleaned up after themselves in the stadium. Many of them…
Learning To Drive Digital Transformation: Lessons From Roommates & House Guests
The rise of the digital workplace is changing how people collaborate and conduct work, forcing us to reexamine a lot of assumptions and rote behaviors.…
Why is User Adoption so Hard?
Most organizations are surprised by how difficult it is to get people to adopt new technology. The worst mistake people make The biggest mistake many…