It’s Time To Move Past Adoption.

It’s Time To Move Past Adoption. Customer Success Management is a fast developing profession that’s critical for any B2B SaaS company. As an emerging profession it can avoid the deep level of scrutiny that’s common in for example in Sales, or Marketing. We...

The Why Of Scaling Customer Success

The fundamental scaling challenge facing a customer success function is relatively simple to state. “How do we provide the most effective guidance and support to all of the appropriate stakeholders across our customer base using the most cost efficient engagement...

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...