Profile in Customer Success Leadership: Shannon Hyson
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 User 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 if you can relate to this one. This morning we were rushing…
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 this expectation and their best efforts to provide…
5 Steps to Build High-Impact Customer Success Playbooks
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,…
5 Steps to Increase Accountability for Software User Adoption and ROI
When working with clients to increase software adoption of their IT systems I always hear, “there is no culture of accountability here”. The tell me that leaders will make a big speech about how things are going to change or announcing a new policy, but…
Customer Success Managers Must Be Experts in User Adoption
Karen Russell’s insightful article, “6 Mistakes That Can Sabotage The Success Of Your Customer” sums up a lot of the problems we often see with our Saas or Enterprise clients as they transition from making software dreams a reality. As more companies are realizing that concerted…
Cloud Vendors Beware! You Now Own a Share of Your Customers’ Risk
We love talking with cloud software sales professionals. They are always excited about the big deal they are chasing and how they are going to win a new account. Even (or particularly when) they face a lot of competition, their faces light up when they…
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