The Importance of the User Success Journey

Every company wants their customers to sign up, adopt the product, and become advocates for the company. But what happens after a customer actually starts using the product? How do you bridge the gap…


Why New Products Fail & How to Prevent It

Anyone remember when Google came out with smart glasses, thinking it would be super competitive in the market? No one? Not a surprise—it failed pretty massively. And that’s coming from a…


Understanding the Role of CSMs, AMs, and USMs

Customer Success (CS) is all about ensuring customers reach their desired outcomes using your product. It’s also one of the biggest proponents of your customer’s growth strategy. Ideally,…


The Importance of Aligning Sales and Customer Success

Have you ever seen Finding Nemo? The little clownfish lives in the sea anemone in what is a classic example of a symbiotic relationship. It’s beautiful. I’m now going to make a simile…


Understanding the Impact Customer Retention

The more, the merrier—a saying that doesn’t just apply to your holiday party, but also to SaaS companies. Everyone is always looking to attract more customers, but how do you actually keep…


Implementing a Voice of the Customer Program

What is the Voice of the Customer? Voice of the Customer (VoC) is a methodology for understanding a customers’ needs, requirements, and perceptions of your company, product, and brand. VoC is…


Why You Should be Tracking Customer Acquisition Cost

With the advent of the internet, more and more companies have started pouring money into high-target ad campaigns to better attract and convert prospects into paying customers. Young companies in…


The Importance of Customer Journey Mapping

Hiking is a great form of exercise. I personally love going on a little jaunt through the woods, following a trail around a pond, and landing back at my car in a reasonable amount of time. In fact,…


The Key to Reducing Customer Churn

There’s plenty of fish in the sea, and even more products for consumers to choose from in the SaaS market. Whether or not someone picks your product can be influenced by a hundred of different…


Understanding Time to Value

In the older world of SaaS where many companies purchased software on a perpetual license, there wasn’t a need to worry about constantly demonstrating or supplemental assistance from a Customer…