From FTWorks – Francoise Tourniaire spoke at the Customer SuccessCon West conference about calculating ROI for customer success programs. In this blog post she discusses why ROI analyses do not work so well for customer success.

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Fri, Jan 20, 2017
Curated Articles by RevenueLane

From Frontleaf – We are pleased to introduce the Frontleaf 50 to Follow, our first annual list of the movers-and-shakers in the world of Customer Success. We are recognizing the innovators who are pioneering the best practices, building the enabling technologies, and educating the industry on all things Customer Success.

Why did we make this list? Well, Customer Success is a rapidly evolving mindset and operation, based on the view that the #1 way to build [...]

Tue, Aug 12, 2014
Curated Articles by RevenueLane

From The Angel VC – A few days ago I went on record saying that A/B testing is like sex at high school. Everyone talks about it, not very many do it in earnest. I want to follow up on the topic with some additional thoughts (don’t worry, I won’t stretch the high school analogy any further). When talking to people about A/B testing I’ve noticed that there are four (stereo) types of mindsets which [...]

Wed, Jul 30, 2014
Curated Articles by RevenueLane

From Frontleaf – The practice of Customer Success is taking off across the SaaS industry and beyond. Its become an executive priority.Its baked into the culture at winning companies.Its even a job title you are seeing everywhere.

Customer Success teams are now more data savvy than ever.Talk to a Customer Success Director, and she will tell you that having a timely and integrated view of her customers’ usage, support, relationship, and subscription data is a requirement [...]

Wed, Jul 30, 2014
Curated Articles by RevenueLane

From Sirius Decisions – What’s in your customer experience function? This is not a trick question. The definition of customer experience is a moving target. We know this because we asked more than 200 b-to-b companies with a customer experience function what they include in it.

What we found is that most organizations have room to evolve the customer experience function and realize more of its potential. Many companies have already made great strides with coordination [...]

Fri, Jul 25, 2014
Curated Articles by RevenueLane