5 + 1 Actions CEOs, CIOs, and CFOs Can Take to Increase Software Success
It is widely known that most software investments fail to deliver the expected business results and Return on Investment (ROI). For years research groups have reported the CRM projects alone have a 60 – 70% record of failing to deliver what was expected. What is…
What About The Customer?
This guest blog was written by Jason Noble, a UK-based Expert in Customer Success. Jason is also co-host of, “The Jasons Take On…” a monthly webinar and podcast program that covers a wide-range of customer success topics. Being Customer Centric One of the biggest challenges…
The New SaaS Sales: Treat Perspective Software Buyers Like Investors, Not Customers
If you are a software vendor, consider this: What would it look like if you approached each sale like you were trying to raise investment capital instead of just selling a piece of software? Knowing that most software buyers (ah, funders, in this case) have…
When Will You Lose Your First SaaS Sale Because Your Customer Success Services Are Not Market Competitive?
My how quickly things have changed. It seems like only yesterday SaaS vendors were worried that getting the Customer Success (CS) teams involved in the sales process would only slow things down and prevent a sale from closing. Today, it is increasingly the case that…
4 Steps to Accelerating & Sustaining Software Success (Videos)
Many organizations that are implementing a new software system can easily get the system live, but they struggle to get it adopted, get value from it, and sustain effective use and business value creation over the long-term. When we meet with companies and take a…
Why Is Your Customer Success Role Incredibly Important?
The funny thing about technology is it can have a tremendous impact on productivity and effectiveness, yet it can also be a real source of fear and frustration. And with the rapid pace of technological change, many organizations are struggling with how to make software…
5 Must Do Steps for People-Centric Customer Success
When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They were very focused on the specific features and functions. They spent a lot of time and effort explaining the product and its roadmap to customers….
4 Things You Should Do To Develop a Proactive, Confident CS Team
When we ask clients what they most want to have as an outcome from Customer Success (CS) training, they often indicate that they want their CS team to be more confident when working with customers. They want customer success staff to be more proactive, deliver…
The Very First Question a Customer Success Team Needs to Ask
If you are like many customer success managers, you are probably extremely focused on the question, “Will our customers be successful with OUR software”. You and your team probably ask yourselves what you, as a customer success professional, need to do to ensure the customer…
The Metrics To Use While Maturing Your Customer Success Team
I have had a lot of discussions lately with numerous customer success (CS) professionals and recognized thought leaders about the challenges in setting up a thriving CS team in an organization that has never had CS before. We looked at numerous examples where SaaS vendors…
