Blog

Customer Success Podcasts

Sandra Pender
Jun. 7th, 2018

If you're like me, then you can’t help but sing into a hairbrush when you listen to music. However, when I’m in public, I spare everyone the free concert and opt for a podcast instead.

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Segmenting Your Customers for Customer Success

Barry Devon
May. 18th, 2018


What are Customer Segments?

Customer Segments are groups of customers created in order to apply separate engagement strategies.

You’ve heard the term "all customers are equal", well, that’s just ridiculous. Some are more valuable to you than others and they are all different, be it in their profile, how they consume your solution or what they are looking to achieve by using it. It may not be scalable to tailor a different engagement strategy for each client, but identifying some common customer traits will enable you to deliver an experience to your customers that can better fit their individual needs.

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The $99 Sales Stack – How to Prospect on a Budget

Barry Devon
May. 9th, 2018


We're a Customer Success company. The first rule of Customer Success is to avoid acquiring bad-fit customers. This begins at the prospecting stage.

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How to Lose Your First 10 SaaS Customers (to Churn)

Clay Smith
May. 3rd, 2018


There are a number of great resources available to early-stage startups who are trying to land their first 10 paying customers. Doing so is no small task. It can take hard work, hustle and sometimes a bit of luck.

But getting your first 10 customers isn’t cool.

You know what’s cool?

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5 Questions with Vipin Thomas of Freshworks

Sandra Pender
Jan. 19th, 2018


Freshworks is a SaaS company with a suite of business software products that includes Freshdesk, Freshservice, Freshsales, Freshchat, Freshcaller, Freshteam, and Freshmarketer. Leading their Customer Success team is Vipin Thomas, whose job is to increase retention, advocacy, and growth with existing customers.

We asked Vipin 5 questions about his role at Freshworks and this is what he had to say...

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Happy Holidays from Akita!

Sandra Pender
Dec. 13th, 2017

And you thought The Elf on the Shelf was creepy...

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Happy Halloween 2017!

Sandra Pender
Oct. 31st, 2017

Coming soon to a theater near you! Leave the kids at home…

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5 Questions with Melvin Prada of Docebo

Clay Smith
Oct. 25th, 2017

Leading the overall Customer Success management strategy at Learning Management System provider Docebo, Melvin Prada is passionate about helping organizations receive value throughout their Customer Journey. He is responsible for retention, upsells and the CS operations of Docebo's Global CSM teams. In his own words:

Our vision is to build measurable partnerships that are both efficient and innovative. At Docebo, we are inspired by our clients' success. Our goal is to become the best CSM team by building a Customer Success-centric experience and a team that continues to embrace our entrepreneurial company culture.

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Calculating Customer Health

Barry Devon
Aug. 28th, 2017

Calculating customer health scores is a necessary (and transformative) step in building a strong Customer Success program for Software-as-a-Service (SaaS) companies. Below I review what health scoring in SaaS is all about and identify the variables you should consider when building your customer health scoring model.

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Nobel Prize Research that Minimizes Customer Churn?

Barry Devon
Feb. 24th, 2017

Even for companies with a laser focus on Customer Success, the period before a key client renewal can be a nervous one. How the customer 'feels' about your service at renewal is as (or more) important than the actual value they accrue. Every renewal is an opportunity to churn so it’s essential they 'feel' they have achieved sufficient utility over the period concerned.

According to Nobel Economics Laureate, Daniel Kahneman, your customer may have a dual personality when it comes to how they use, and how they remember using your solution.

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