Automation In Customer Success

Automation has a long and extraordinary history. You could argue it started with the wheel, the first piece of technology to dramatically improve human efficiency. The revolution it started continues at an ever accelerating pace so that today, for example, we can use...

The Best CSMs Are Thoroughbreds Not Pack Horses

At the dawn of the customer success age SaaS companies had a problem: churn. CSMs were born in companies like Salesforce specifically to help understand and address this critical issue as it became clear that churn was a serious risk to their business. I first met...

Outcomes From A Customer Success Focus

Customer success is best seen as a company responsibility rather than as something owned by a function even if much of the day to day direct execution rests with the CSM team. It’s hard therefore to fully define customer success outcomes unless you’ve been through a...
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