shifting markets
Avoiding this mistake could save your company from ruin.
be different
Watch what everyone else does, then do the opposite.
two sets of metrics
Customer success isn't renewals. It isn't upsell or expansion.
It's not onboarding,
listening at scale
No nps, no csat, just good old fashioned listening.
you're not as customer-centric as you think
If it's not service, then what is it that makes a company customer-centric?
differentiating customer success
Customer success could use a perception upgrade.
playing the long game
Where are all the generational SaaS companies?
consolidation is coming
Consolidation will be a driving force in tech and SaaS for the next 24 months, maybe longer.