Blog
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 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...
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
Can software vendors and other companies identify more opportunities to grow and deliver value by taking a fresh look at customer success in 2018?
Team @ Office Warming Party
A few customer success team members looking sharp and ready to drive ROI in 2018!
6 Simple Strategies for Customer Success in SaaS
By Pat Phelan, Brandwatch I don't think there's ever been a more exciting time to be involved in Customer Success. It's an incredibly dynamic, diverse discipline with significant challenges, significant opportunity and significant responsibility as Customer...
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!
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...
Expanding Brand Reach
How can brands extend their ability to reach and influence consumers at different points in their journey.