Customer Success
Customer Success
5 Key B2B Customer Experience Trends for 2017
At the beginning of each new year, I look to key customer experience data for any evidence that the practice area…
by Sue Duris Customer Success
5 Trends that Will Shape the Customer Success Landscape in 2017
Customer success is a relatively new field for B2B SaaS companies, but one that is critical to company growth, especially…
by Nicole Wojno Smith Customer Success
Net Promoter Score: Vanity or Value Metric?
There is a lot of talk about Net Promoter Score these days even though it isn’t a new concept. How…
by Sue Duris Customer Success
A Customer’s First Five Minutes Can Make or Break You
“If you’re selling a SaaS product, you really need to think about what you’re actually selling,” says Asaf Yigal. “You…
by Kyle Lacy Customer Success
Deliver Value with No Strings Attached
“Create value for the customer and a lot of other things will take care of themselves,” says Nick Francis, co-founder…
by Blake Bartlett Customer Success
Are You Measuring Customer Success Like Trump University?
In case you hadn’t heard, Donald Trump’s now infamous Trump University had a very interesting way of “validating” the success…
by Scott Maxwell Customer Success
NPS isn’t Enough: Why Combining it with User Research Improves Customer Loyalty
If you’ve worked on Marketing, Consumer Insights, or even Product teams, you’ve probably asked this question of your customers hundreds…
by Jennifer Winter Customer Success
Scaling Your Customer Success Team: Why ACV, Product Complexity & Volume Matter
Editor’s note: The following is an excerpt from OpenView’s report: Benchmarks for Customer Success. You can access the full report…
by Dave Blake