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...

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...

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...

Customer Success 2.0 – The New Growth Engine

By Charles Atkins, Shobhit Gupta, and Paul Roche Can software vendors and other companies identify more opportunities to grow and deliver value by taking a fresh look at customer success? In the mid-2000s, software-as-a-service (SaaS) vendors faced a major problem....

Team @ Office Warming Party

A few customer success team members at our long overdue office-warming party –  looking sharp and ready to drive ROI! We’ve been in this space for nearly 8 months, so we decided to combine an office warming + Series A success party all in one. Had a great...