Missing Pieces in the Customer Health Puzzle

Ever had a random churn notice from a client you were sure was happy? In SaaS, instinct only takes you so far… So, how do you solve this issue? Data gives you clues. BUT practical insight will confirm or deny your suspicions. Still, Customer Success teams are...

Customer Advocates: Finding Your Hidden Sales Team

What if your best salesperson wasn’t employed by your company? If your SaaS company isn’t leveraging this gift, you’re in the norm: An incredible 80% of brands have no program to even acknowledge customer advocates. But it doesn’t have to be that way. You can stay...

A View from the Top: Customer Success for the C-Suite

There are plenty of misconceptions about customer success. In fact, the most common misconceptions are that customer success will always be a cost center and that it’s just glorified customer support or account management.  Customer success is a critical piece of the...

Want to be more ‘Human?’  Focus on Users

Many companies these days are talking about being “more human.” My friend and colleague Sangram Vajre, Chief Evangelist and Co-Founder at Terminus, predicted 2018 would be about “human-to-human” marketing. After all, people buy from other people. It’s easy to forget...