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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...

CustomerSuccessConference
Key Takeaways from Pulse 2018

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

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...

Leading Customer Success @ Node

Leading Customer Success @ Node

I am super excited to share that I will be leading, building and scaling customer success while working with an amazing team at Node.io! Node enables users of business applications to see into the future. Powered by Artificial Intuition™ technology, Node is the first AI-as-a-service platform democratizing powerful machine learning for sales, marketing and product teams.

We are winning!

We are winning!

Great short segment from a larger Customer Success Stories piece we pulled together to share at our company all-hands (with a cameo from yours truly of course and the excellent John Sheffield who I apparently didn't let get a word-in!) Massive success driving ROI...

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SuccessSherpa™ is your guide to delivering SaaS Customer Success (and my personal blog). Thank you for visiting!

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Durand Vadnais

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