Customer success is an outcome, not a job function. In early-stage companies, generalist CSM roles …
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Years ago, I worked for an HR tech company born amid the 2008-09 recession. We …
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Just like the messages whispered from child to child in a game of telephone, business …
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It’s common practice in SaaS to increase prices for existing customers every year. Modest inter- …
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Customer success isn’t renewals. It isn’t upsell or expansion. It’s not onboarding, support, and it’s …
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Tucked inconspicuously into his 2002 letter to shareholders, Jeff Bezos made a comment that should …
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In 2011, Matt Dixon and Brent Adamson published The Challenger Sale. In the book, they …
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You think your company is customer-centric company, but it’s probably not. Many people mistake customer-centricity …