Articles

The True Purpose of B2B SaaS

Matt Brown

In the world of B2B SaaS, companies exist to organize people to solve meaningful problems for other companies with the help of purpose-built software.
Embracing AI and Automation: Unlocking the Future of Work Through Customer Success

Steyn Viljoen

In today’s rapidly evolving business landscape, the role of AI and automation is more pronounced than ever before. As industries undergo transformation, companies must adapt to stay ahead of the curve.
Maximizing Customer Value: Why Engaging with Paying but Inactive Customers Matters

Steyn Viljoen

In the realm of customer success management, a common conundrum arises: what should be done about customers who continue to pay for a product or service but are not actively utilizing it?
Navigating the Shifting Seas of Customer Success: Insights from 100 Conversations

Steyn Viljoen

In the ever-evolving landscape of customer success (CS), one thing is abundantly clear: change is afoot. Through insightful conversations with 100 CS leaders, we’ve uncovered some fascinating learnings that shed light on the current state of CS and where it’s headed.
Navigating the Economic Downturn: Unveiling the Strategic Imperatives of Customer Success

Steyn Viljoen

In the tempest of economic uncertainty, every business function finds itself under the microscope, evaluated for its pivotal role in navigating through tumultuous waters.
The Myth of Product Led Growth: Debunking the Biggest Startup Lie

Steyn Viljoen

In the high-stakes world of startups, one term seems to be on everyone’s lips: Product Led Growth (PLG). It’s hailed as the holy grail of startup success, the magic formula that promises to catapult your app to stardom without breaking a sweat.
Navigating the New Seas of SaaS Growth: A Guide to Data-Driven Customer Retention in 2024

Steyn Viljoen

Ahoy, fellow SaaS sailors! 🌊 It’s 2024, and the winds of change are blowing stronger than ever in the realm of software as a service.
Unveiling the Power of Customer Onboarding: Transforming Processes into Partnerships

Steyn Viljoen

In the fast-paced world of business, where every interaction is a potential game-changer, the art of customer onboarding often gets overshadowed by the allure of acquisition and conversion.
Mastering Proactive Customer Success: The Art of Doing the Basics Exceptionally Well

Steyn Viljoen

In the dynamic landscape of customer success, where trends come and go like fleeting whispers, one timeless truth remains: half of success is mastering the basics.
Unveiling the Evolution of Customer Success Titles: Navigating the AM vs. CSM Debate

Steyn Viljoen

In the dynamic realm of customer success, titles aren’t just labels; they’re reflections of evolving responsibilities and shifting organizational priorities. Picture this: you’ve been grinding away as a Customer Success Manager (CSM), fostering client relationships, driving adoption, and ensuring customer satisfaction.