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Customer Success
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Customer Success Tipping Point with Malcolm Gladwell

Reframe, reframe, and reframe!

Reframe the business or the product to the point where it becomes beneficial to the customer. This is what Malcolm is preaching in customer success tipping point through various successful examples and when you reframe it... (More)

Is Customer Success the New Sales?

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base – through up-sells, cross-sells, and expanded use... (More)

Courting and Cross-selling: The Secrets of Low-churn SaaS Firms

McKinsey & Company’s research into SaaS companies serving large and mid-enterprise customers shows that companies with annual churn rates of 20% or more see slower growth in annual recurring revenue than others that manage to hold onto their customers.

Shawn... (More)