As long as your customer success efforts are reactive, they will never be effective. The only way to change this dynamic is to stop trying to prevent churn and start learning to predict it! The Conventional Reactive Mode Everywhere I go I see customer success teams operating in a constant state of crisis. Their entire […]
The greatest threat to companies is the failure to align around driving customer results. The solution begins with one essential question. I’m going to tell you why I think it’s so hard to figure this out, and along the way, I’ll share some new data that sheds fresh light on the challenge. Most importantly, I’m […]
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 […]
“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 […]
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 […]
These surprising and unconventional mindsets are the key to breaking out of the SaaS/B2B customer retention black hole.