by Tom Sweeny | Dec 10, 2019 | Customer Success
Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides...
by Vincent Manlapaz | Dec 3, 2019 | Customer Success
In this interview, Brett Andersen, Director of Client Success at Degreed, shares the dynamic role of CS and provides clear-cut strategies to structure growth and to manage expectations and opportunities across the entire organization. The best way to get our customers...
by Vincent Manlapaz | Nov 26, 2019 | Customer Success
In this interview, Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers’ behaviors, motivations, aspirations, and what drives their success.. Customer Success aims to develop two types of loyalty — behavioral and emotional. You...
by Vincent Manlapaz | Nov 19, 2019 | Customer Success
In this interview, Emilia D’Anzica, a Customer Success and Account Management partner at Winning by Design, shares her insights on driving growth across the organization (from a cost center to growth driver). A SaaS organization is measured as a repeatable...
by Tom Lipscomb | Nov 12, 2019 | Customer Success
In the first two parts of the financial foundations series I wrote about Customer Lifetime Value (LTV), its importance to your company, and the critical role customer success plays in driving this metric. What we haven’t discussed yet is the costs associated with...
by Vincent Manlapaz | Nov 5, 2019 | Customer Success
In this interview, Matt Myszkowski, VP of Customer Success at SAP, shares a strategic approach in creating a “growth mindset” in the organization and modernizing the CS program. To achieve sustainable growth and profitability goals, Matt believes,...
