Resources

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...

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...

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.

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...

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...

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

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.