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While reciprocity is powerful, it's not activated just by giving something to someone; there's more to it, and it comes down the difference between a gift or a reward. So... what's the difference? Read More

Taking into account the variables in how companies measure Customer Retention this is a look at three common ways to measure the performance of Customer Success Managers. Read More

David Mitzenmacher, VP Customer Success at Kareo, shares the one Customer Success Management metric you can't afford to ignore: Customer Referrals. Read More

The concept of a customer journey is well-known - get the customer from point A (not a customer) to point B (successful!) - but how exactly Customer Success overlays on that map is what this article covers. Read More

The Gainsight team went out for a rousing game of Trampoline Dodgeball and all I got were these 10 Growth Hacking lessons. Read More

There is a misconception that the goal should be "Happy" customers, but what we're really looking for are Successful customers. And here's why that matters... Read More

This article covers the functional roles that play a part in Customer Success, whether performed - or influenced - by Customer Success Managers. Read More

These books absolutely changed my life and you can win them ALL! Topics include Startups, Entrepreneurship, Pricing, Marketing, Sales, Copywriting, Psychology, and more. Read More

Get new perspectives on how focusing on Customer Success can drive revenue growth by building and mobilizing advocates. There’s no longer any glory in building your logo wall unless there’s an evangelist and referral engine behind each one. Read More

The Ideal Customer Profile framework this article references consists of 7 inputs – all dictated by the situation for which we’re identifying the Ideal Customer – and those are: Ready, Willing, Able, Successful, Profitable, Expansion Potential, Advocacy. This article focuses on using existing Custo Read More