Customer Success is evolving fast, and with the pressure on CSMs to deliver expansion revenue and increase net revenue retention, are they now a pure sales role? In this article I look into the role and how they are compensated.

When did you last give your customer something with no expectation of anything in return?

A free upgrade on a plane makes you feel 10 foot tall - so consider how you can replicate that in your SaaS business.

Two contrarian views to the default customer success strategy followed by most SaaS businesses.

Frank Slootman of Snowflake and Jason Lemkin of SaaStr challenge the CSM role.

The consumption gap develops as the amount of value your product could deliver outstrips the value your customers actually receive.

In this article you’ll see how your CSMs can work to minimise the gap as you release new products.

We used weekly NPS surveys in a Professional Services business to gather customer sentiment and spot early warning signals of issues. Here’s how we did it, and how you can implement in your own product or services business.

Loyalty programs can extend your customer lifetime and increase customer spend and referrals. In this post I look at Access, Priority and Kudos as three big drivers of loyalty to put at the heart of your program.

When customers see the same references over and over again they subsconsciously reduce the likelihood you have many other references to choose from.

Welcome to the Mark and Recapture method of population estimation!

Gong ensures the individual contributors that use their platform are engaged, getting value and advocating for their product through a range of end user focused programmes.