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…
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,…
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…
4 Myths About Customer Success (and How to Bust Them)
If You Build It, You May End Up Wasting a lot of Time and Money! After a decade of experience in developing and implementing customer success and user adoption strategies for clients, we have seen several pervasive myths that prevent companies from getting value…
Six Reasons Why Every SaaS Vendor Needs a Customer Success Management Strategy
Just the other day, while talking to a SaaS cloud software vendor, we started talking about customer satisfaction and retention. They shared with me their examples of what is becoming a story that I hear all too often from SaaS vendors – that is, they…
7 Things Cloud Vendors Need to Do to Retain Customers
The rise of cloud computing has made it easier for cloud software vendors to acquire new customers. It has also made it harder to keep them. We consistently hear from cloud vendors that they have no problem winning the sale, but if their customers have…
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