For years, we’ve been told that the Net Promoter Score (NPS) is the ultimate measure of customer health and loyalty. We’ve all chased high scores, celebrated our “promoters,” and built action plans to convert our “detractors.”
When I look back at how SaaS companies have tried to grow over the years, I see a few big shifts. It feels like we’ve gone through three distinct eras, each with its own playbook for growth.
I’ve been thinking a lot about the future of RevOps, and I’m convinced that in the next 3-4 years, the job is going to look completely different.
This blog explores the disconnect between Product and Customer Success teams, why they often speak different languages, and how bridging that gap can lead to better decisions, alignment, and outcomes for customers.
Scaled customer success is no longer a luxury; it's a necessity. This blog explores why traditional CS structures fall short at scale, what new roles and systems are needed, and how thoughtful tooling and data integration can unlock real impact.
Discover how reframing CX conversations from vanity metrics to business impact can drive real growth. Learn the right questions customer-focused CEOs should ask.
Customer success teams are experimenting with AI, but most usage remains limited to individual tasks like writing emails or summaries. This blog explores how AI can drive real transformation when adopted at the team level, turning scattered data into proactive action and freeing CS teams to focus on strategy, not manual prep.
Many customer success teams still lack access to meaningful product usage data. This post explores why product analytics tools fail CS workflows and what needs to change.
One question has been on my mind for years: "Who are the customers that churned recently, and where did they stop engaging?" It's a question that says so much more than just numbers or names.
Scaling fast? Feeling the pressure to build a Customer Success team? Thinking about getting a big CSP like Gainsight?
Renewals can be brutal, especially when the warning signs come too late. It's a scenario I've lived through countless times: by the time you're aware of an at-risk renewal, the window to act has already closed.
One of the reasons I've always loved SaaS as a business model is how it aligns the interests of vendors and customers. Before SaaS, software was a one-time purchase...
Launching Actioner: the AI assistant for Customer Success teams that helps product, revenue, and CS stay close to what's actually happening with their customers.
AI is transforming product operations with tools like Actioner, automating workflows, providing real-time insights, and boosting efficiency for smarter decisions.
Customer support fuels product success by providing valuable insights, driving innovation, and enhancing user experience. Discover why it's key to effective product management.
AI lets product teams interact with data in real-time using natural language, build instant dashboards, and make faster, smarter decisions without analysts.
Customer support fuels product success by providing valuable insights, driving innovation, and enhancing user experience. Discover why it's key to effective product management.