Step 1 Across the Chasm: Deployment

Step 1 Across the Chasm: Deployment

Introduction In my previous article, I introduced a framework to assess your adoption of the six Customer Success Readiness pillars. Now, we will explore the Playbook and Onboarding pillars in greater detail, which combine to form Deployment. In our context,...
Crossing the Renewals Chasm – Part 1

Crossing the Renewals Chasm – Part 1

Foreword by Michael Eckhardt Andreas Knoefel has pulled together an incisive set of ideas — and actionable insights — in his series of articles focused on “Crossing the Renewals Chasm”. In my role as Managing Director at Chasm Institute these past 15+...
How Buffer Onboards Their Customers

How Buffer Onboards Their Customers

Buffer: Background Welcome back to yet another post in our blog series covering the onboarding strategies employed by various SaaS offerings! This week, we’ll take a look at how Buffer, a social media management platform, approaches onboarding. Buffer is a social...

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