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…
Successful women leaders are paving the way for customer success
Customer Success (CS) is an exciting field and while still a very young and rapidly evolving discipline, some initial trends are starting to emerge. One of the most exciting and compelling trends is that many strong and talented women business leaders are boldly breaking new ground…
The 4+1 Keys to Successful Software Adoption Planning & Execution
For SaaS vendors and SaaS customers……. People are confronted by questions all the time, some as simple as “what came first, the chicken or the egg?”, and others not so simple like “who owns software adoption?”. All sarcasm aside, these two questions are related as…
How to Develop a Cohesive Customer Success Management Strategy
Many SaaS vendors recognize the need for a Customer Success Management Strategy, but they struggle with knowing where to begin creating this capability. They often start with what they are comfortable with and by doing what they already know how to do. But this won’t…
What a 2 Year Old Can Teach You About Software Adoption
What a 2 year old can teach you about software adoption We can learn a lot from young kids, if we just pay attention. Here is an example that can help you increase adoption of your software and performance over year team. Action See…
The critical ARC of Your Software Learning Curve
The critical ARC of your software learning curve While working on a client Software Adoption Rescue project, the client executive shared that they had always known their users would need to navigate up a steep learning curve before they fully adopted the software. Yet, despite…
User Adoption & The 20-Year SaaS Renewal
Who wouldn’t like to secure 20 years’ worth of renewals with each of their customers? Well, this is doable and, in fact, if you sell on a subscription basis, this should be your goal from the very beginning. But how do you get there? Ask…
Unconventional Wisdom: 5 Steps for Developing a Powerful Adoption Playbook
It is time to rethink some major assumptions and turn conventional wisdom on its head when it comes to how buyers and sellers of software approach user adoption. For many years, user adoption was, at best, an after-thought once a system was live. At worst,…
