Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

Customer success is essential for any startup, at every stage. It’s what ensures customers are engaged, adopting, and gaining value from your product. But many startups get customer success wrong.

The customer success team can be the game changer you’re looking for to incentivize the growth of your business. This team is responsible for ensuring each customer achieves their desired outcome and ...

In the day-to-day operations of running a business, losing sight of the mission and the problems of your customers can happen gradually, without notice. The success of a business is directly related ...

I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

In today’s changing business environment, customers have the expectation that they’ll see sustained and continuous value from their software investments, with agility. For those that can execute on ...

Certinia in its various incarnations across the years has been a long-standing fixture at Dreamforce. This year is no exception. A year ago, at Dreamforce 2024 Certinia was just starting out on its ...

In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...

Messaging needs consistency. Conflicting language across functions leads to confusion and erodes customer trust. Leadership drives change. Leaders must model collaboration, remove blockers and keep ...