The Secret to Seamless Customer Handoffs

The Secret to Seamless Customer Handoffs

Handoffs are at the root of too many customer problems – especially in the enterprise. Read on to find out why, and my method for making them seamless. Everybody says you’ve gotta nail the handoffs or you’ll lose customers. I couldn’t agree more. Except, I’ve never been able to do it. I’ve tried every suggestion out […]

The 3 Deadly Fallacies of SaaS Customer Success

The 3 Deadly Fallacies of SaaS Customer Success

“It ain’t what you don’t know that gets you into trouble.  It’s what you know for sure that just ain’t so.” Mark Twain The conventional theory about SaaS customer success goes something like this: Your solution creates value for the customer. The value drives their success. Their Success leads them to renew their subscription. This is the chain of causality in the conventional thinking about SaaS customer success. Here’s […]

5 Surprisingly Simple Practices of Stellar Customer Success

5 Surprisingly Simple Practices of Stellar Customer Success

These are the 5 concrete things anyone can do right now to start crushing it as a customer success superhero. In my last article, 5 Counter-Intuitive Ideas of Phenomenal Customer Success, I described the unconventional shifts in mindset that are key to generating exceptional customer success results in SaaS/B2B. Each one challenges a dominant mode of […]

5 Counter-Intuitive Principles of SaaS Customer Success

5 Counter-Intuitive Principles of SaaS Customer Success

These surprising and unconventional mindsets are the key to breaking out of the SaaS/B2B customer retention black hole.