Blog

$39M ROI = Renewal

I’m happy to say that our team closed-out an amazing finish to CY 2019,  achieving 100% renewal in Q4 with two sizeable Enterprise agreements in-flight – whew! How did we do it? Doubling-down on partnerships with key stakeholders – helping them to...

CS+ Business Operations

After helping Node deliver world-class customer success for nearly 3 years – our CEO has asked if I would be interested in leading broader Business Operations affectionately known as “BizOps” together with Customer Success & Customer Operations!...

Bringing the Team together

Spending quality time together celebrating successes as a team is just as critical as revisiting those areas that need improvement. I’ve found that spending more balanced time getting to know coworkers and particularly key customers on a personal level makes...

Customer Focused Events

Our team had an amazing time talking with customers and partners at Node.io’s exclusive “Predict the Future” event this week on the top floor of The Battery in San Francisco. and Yes, that’s Mark Cuban – one of our earliest investors and...

Gainsight Pulse 2019!

Another year of Gainsight Pulse, and another year of massive growth in Customer Success. So I literally haven’t had a moment to put together an article on top take-aways… Please read this post instead from my excellent colleague and ex-BV alum Jess Osborn!...

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...