by Ian Robson | Feb 17, 2020 | Foundations, Outcomes |
What would happen to our retention number if we didn’t have a customer success team? That question is in the mind of most SaaS executives. A SaaS solution has an inherent level of stickiness. The stickier your product the less you need customer success to drive...
by Ian Robson | Dec 19, 2019 | Customer Success |
Almost every discussion of segmenting customers for customer success includes the ‘position’ of the author. “ARR is absolutely the wrong way to do it.” “To be truly customer centric we must segment by need.” “Industry vertical expertise is a must have.” Every one of...
by Ian Robson | Mar 5, 2019 | Foundations, Hiring |
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...
by Ian Robson | Nov 28, 2018 | Foundations |
Customer Success is an investment in the future of your customers and by extension your company. Customer success resources are never unlimited so targeting and getting a good return on the investment made by your CS team should be a goal of every company. How it...
by Ian Robson | Oct 22, 2018 | Foundations |
How do you size a customer success function? Art, science or a bit of both? Let’s start by illustrating the problem with a hypothetical SaaS company called Conductor who provide a business process automation platform in the cloud. Conductor have 150 customers and have...
