The Evolution of Customer Intelligence

CUSTOMER SUCCESS HAS EVOLVED While Customer Success has recently emerged as a new category, it’s been in practice by early pioneers of subscription in many forms for the past decade. Customer Intelligence, while under the disguise of different technology...

Can Salesforce be a Customer Success Platform too?

In my early days as a SaaS Customer Success VP, there wasn’t such a thing as a customer success platform, we used Salesforce to track customer renewals and spreadsheets to track customer progress. Customer Success has been an awesome path in my career for the...
Closing the Sentiment Gap with Conversations

Closing the Sentiment Gap with Conversations

In the OLD days In 2019, before the pandemic, the only way to understand your customers’ sentiment was to send them an NPS survey, set up a conference call or get in a car or plane and meet them in person.  The little information you gleaned was never enough, and If...