I had an interesting conversation on LinkedIn the other day. It was based on a retrospective view of the customer success profession which I had written about on the State of Customer Success in 2018 after attending a conference. I captured the essence of the conversation in a DanelDoodle and discuss briefly here.

Continue reading “Metrics that matter in Customer Success”

The business of culture change in the tech industry

I had interesting chats with customers and colleagues recently that I wanted to capture and share. The context was enterprise collaboration technology but I also wanted to expand a little on the increasing business of technology’s influence on culture more broadly and vice versa. It probably raised more questions than answers.

Continue reading “The business of culture change in the tech industry”

Cloudy with a chance of churn and how to retain your SaaS customers

One of the first things a customer will question in a downturn, is where they can cut or reduce recurring payments or OPEX. They will look for any reason, rational or otherwise. Licensing commitments aside, if you are a SaaS business and have been doing your job well, they should find only reasons to stay. Going forward, you can also do things to keep them committed.

Continue reading “Cloudy with a chance of churn and how to retain your SaaS customers”

This DanelDoodle pretty much speaks for itself but just a few added notes. The feedback loop is the critical element for success (aside from the obvious one – the customer/user being at the centre of everything).

Continue reading “The product customer success cycle”

Not much elaboration needed but a few words just to be clear about what I am saying in this doodle:

Continue reading “Customer Success Influencers”

Create a website or blog at WordPress.com

Up ↑

%d bloggers like this: