Blog
100% Remote
By Durand Vadnais Today marks exactly 60 days since we shut down our amazing offices in #SanFrancisco and went 100% remote. The kick-ass Node team had already been sheltering-in-place for two months per the early recommendation of our CEO Falon Fatemi, and given...
Business Operations?
After helping Node deliver world-class customer success for nearly 3 years - our CEO has asked if I would be interested in leading Business Operations affectionately known as "BizOps" together with Customer Success! (I responded with an enthusiastic 'Yes!'). The...
Bringing the Team together
Spending quality time together celebrating successes as a team is just as critical as revisiting those areas that need improvement. I've found that spending more balanced time getting to know coworkers and even customers on a personal level make work, and even...
Customer Focused Events
Our team had an amazing time talking with customers and partners at Node.o's exclusive "Predict the Future" event this week on the top floor of The Battery in San Francisco. and Yes, that's Mark Cuban - one of our earliest investors and biggest Node fans. I finally...
Gainsight Pulse 2019!
Another year of Gainsight Pulse, and another year of massive growth in Customer Success. So I literally haven't had a moment to put together an article on top take-aways... Please read this post instead from my excellent colleague and ex-BV alum Jess Osborn! ...
Strategy vs. Tactics – How to build customer loyalty
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 of tactical...
Customer Success @ SaaStr Annual
By Durand Vadnais I’m thrilled to see the many Customer Success focused talks, partners, solutions and a dedicated Happy Hour this year at SaaStr. They even had a spot for Customer Success under job function while plugging in my badge info! Here is a quick guide to...
Highlights from CS Meetup 2019
By Durand Vadnais The 2019 Kick-Off for the Customer Success Meetup was a tremendous success Wednesday night, scoring on both turn-out and topic. Our official count was 347 attendees squeezed into the back-half an inviting space at General Assembly, San Francisco -...
Top 10 Customer Success Predictions for 2019
Insight Selling Is The New Solution Selling
by Falon Fatemi (+ a SuccessSherpa mention in Forbes!) In 2012, Harvard Business Review published a bold article entitled “The End of Solution Sales”. It declared that solution selling had become obsolete. The verdict was, in large part, founded on the argument...
Durand Vadnais