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Five Ways AI will Transform Customer Success

Five Ways AI will Transform Customer Success

By Durand Vadnais Today, even the most experienced customer success teams rely on a little intuition and a whole lot of running around—talking with sales, finance, engineering, product, support, and so on—to discern each client’s status and build a systemic view of...
Strategy vs. Tactics: How to Build Customer Loyalty

Strategy vs. Tactics: How to Build Customer Loyalty

By Durand Vadnais We’ve all been hearing a lot about “strategic conversations” lately. It’s a nice sounding buzz phrase, but what does it actually mean when it comes to customer success? Strategy vs. Tactics A strategic conversation is about why, rather than the how...
How to Calculate Churn

How to Calculate Churn

As any SaaS professional knows, churn is one of the single most important metrics in determining the day to day health of the business. Acquiring new customers is a costly affair, and the resulting growth is meaningless if you lose those customers. Calculating this...
3 Keys to Hiring Customer Success

3 Keys to Hiring Customer Success

By Durand Vadnais – Over the last year I’ve read many a great article on what it takes to identify the ideal candidate for a customer success role – the art and science, the tasks vs the strategy – many wise words. The truth is this is a...

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