by Paul Reeves | Sep 12, 2019 | Enterprise, SaaS, Strategy
Recently Bill Cushard, Director of Marketing at ServiceRocket, led a panel discussion on how Product Management (PM) and Customer Success (CS) work together (or against each other) in a recent monthly meetup hosted by the Customer Success Leadership Network (CSLN)....
by Paul Reeves | Sep 12, 2019 | Enterprise, SaaS, Strategy
tldr To woo enterprise customers, and outcompete their rivals, B2B SaaS CEOs/founders are employing Customer Success best practices while working directly with their earliest customers Next, they’re launching a multi-faceted Customer Success function that partners...
by Paul Reeves | Sep 12, 2019 | Enterprise, SaaS, Strategy
WARNING!!! This post has it all: a very important problem that affects us all; a path forward to addressing the problem; a list of notable quotes; and book recommendations! Bonus: It also has a link to a video recording of the event. Finally, if you’re a father, or...
by Paul Reeves | Sep 12, 2019 | Enterprise, SaaS, Strategy
My mom would ask me every time I visited her “What do you do again?” She knew she was supposed to know. I explained it many times before. Her voice would go up when she asked and she’d tilt her head and squint her eyes as if finally, this time, she’d get it. “I help...
by Paul Reeves | Sep 12, 2019 | Enterprise, SaaS, Strategy
Why should you implement a Customer Success (CS) solution like Strikedeck, Gainsight, or Totango? These projects can be risky for a CS exec. What are the prerequisites to ensure the project succeeds and you don’t become hated? What should you automate and when?...
by Paul Reeves | Sep 11, 2019 | Enterprise, SaaS, Strategy
Customer Success Managers (CSMs) must perform exceptionally well throughout the interview process because expectations of hiring managers are justifiably very high. For CSMs, the interview process is like preparing for and nailing an important customer meeting. Both...
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