Resources

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...

Mar 2, 2019

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...

Jan 29, 2019

Customer Success Reading List

I totally realize that finding time for reading is often a challenge, but you must make it happen! Reading not only keeps you a life-long learner of new critical skills, but also enables you keep a healthy perspective on the day-to-day.

Jun 27, 2018

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...

Apr 18, 2018

Expanding Brand Reach

How can brands extend their ability to reach and influence consumers at different points in their journey.

Jan 11, 2017

Winning!

Great example of Customer Success update we put together for recent company all-hands. Look for yours truly at 1:25!...

Jan 6, 2017

Customer Case Study

The results of our partnership with customer Turtle Wax to produce a case-study highlighting the importance of rich content in SEO and consumer engagement.

Dec 17, 2016

Welcome!SuccessSherpa is my blog where I curate advice, resources, and interesting news from the world of SaaS Customer SuccessRead full bio