Blog
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
New Year’s Resolutions?
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...
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
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...
Key Takeaways from Pulse 2018
By Durand Vadnais Alright, for anyone who attended Pulse 2018, you already know that distilling this event to a few key takeaways is probably impossible, however I'll share a few highlights that struck me. Customer Success continues to grow at an impressive clip....
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 complex challenge we all...
Customer Success 2.0 – The New Growth Engine
