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