The Secret to Getting Your Customers to Drive Software Adoption on Their Own
For years – long before the invention of SaaS, software vendors could make tons of sales by selling customers on the idea that software would solve all (well, most) of their problems. If you bought their system, all the great features and functions baked into…
What Customer Success and Software Adoption Teams Can Learn From Nature!
I recently watched this great video from Sustainable Human that tells the story about how reintroducing just 14 wolves to Yellowstone National Park in 1995 had a profound impact on that natural ecosystem. The video states that, “We all know that wolves kill various…
The Two Questions CSMs Should Ask in Every Meeting
Many Customer Success Managers (CSMs) struggle with lacking the confidence, or the experience, to have the most effective conversations with their clients. They tend to get nervous or uncomfortable with asking clients about business issues and discussing what it will take for the client to…
The World Cup, Software Adoption and Customer Success
The most amazing thing happened after recent World Cup game. The Japanese spectators all cleaned up after themselves in the stadium. Many of them had even brought their own trash bags to make sure that they could leave the place spotless. When have you ever…
Learning To Drive Digital Transformation: Lessons From Roommates & House Guests
The rise of the digital workplace is changing how people collaborate and conduct work, forcing us to reexamine a lot of assumptions and rote behaviors. We need to rethink both how we work and how we impact others’ work. This got me thinking that we…
3 Steps to Build Better Customer Success Relationships: “The Go-Slow to Go-Fast Approach”
Many well-intentioned CS professionals are so focused on the details of their product or service, and are in a rush to get the customer to cover a lot of information, they skip the critical relationships-building tasks that form the foundation for a strategic, trusting relationship….
Successful Software Adoption
Most organizations are surprised by how difficult it is to get people to adopt new technology. The biggest mistake many organizations make is believing that people will have no choice but to adopt a new IT system because it will be mandatory. Sound familiar? Mandating…
How to Improve Customer Success and Reduce Customer Churn in a SaaS Company
Customer Success provides a solid foundation for a company to grow and scale with customers for life. In today’s competitive market, SaaS providers fully depend on upsells, referrals and renewals year after year. Most SaaS companies put all of their focus and effort into developing…
Top-5 Customer Success Conferences to Attend this Spring
Mar 5-6, San Francisco, CA Customer Success Summit 2018 This summit will lead you through CS insights presented by thought leaders, practitioners, and visionaries. CS acceleration is the main focus of the event. Mar 30-31, Philadelphia, PA. Elevate Support Summit This conference focuses on the…
Successful women leaders are breaking new ground in Customer Success
What is your title and role and how long have you been working in the CS space or similar role? My name is Shannon Hyson and I’m the Global Head of Customer Success at a large B2B company in London, England, and I’ve been in…
