Dear Growth Molecules: How Do I Elevate Our Renewals with Action Plans?
Customer Success as a profession has matured at an exponential rate since I wrote my first customer success article in 2016.
Dear Growth Molecules: How Can I Leverage Generative Artificial Intelligence In My Customer Success Organization?
Businesses are constantly seeking innovative ways to enhance customer success and drive growth. One emerging technology that holds tremendous potential for the customer success teams in B2B SaaS companies is generative artificial intelligence (AI).
[Case Study] An Optimization Program for Predictive Results
[Case Study] An Optimization Program for Predictive Results CLIENT OVERVIEW Aurora Solar’s cloud-based software transforms solar design, sales, and delivery. With just an address and electric bill, Aurora empowers clients to generate a complete, accurate, and customizable design for every customer — and close the deal on the spot. The company helps power thousands of …
[Case Study] An Optimization Program for Predictive Results Read More »
Dear Growth Molecules: How Do I Scale a Successful Customer Organization in 5 Steps?
I recently interviewed Brian Hansen, Director of Customer Success at Aurora Solar, about their approach to operationalizing their team of dedicated customer success professionals.
Dear Growth Molecules: How Do I Harness The Power of Generative AI In My CSM Job Search?
As the field of Customer Success evolves, professionals in this space must stay ahead of the curve and leverage emerging technologies to enhance their job search strategies.
2023 Expansion Retention Adoption and Scale Tour
Do you remember the 1st time? I do – Guns & Roses at the Colesium in Vancouver, British Columbia – High School Kid on top of the world!
Dear Growth Molecules: If A Customer Churns What Can I Do To Win Them Back?
In the competitive world of B2B and B2B2C SaaS, customer retention plays a crucial role in driving business growth and success. However, losing customers is inevitable, but it doesn’t have to be permanent.
[Case Study] Multidimensional Customer Success Engagement Uplevels Global Team
Seeq Corporation, a global leader in advanced analytics for the process manufacturing industries, delivers self-service, enterprise SaaS solutions to accelerate critical insights and action from historically unused data.
Dear Growth Molecules: How Do I Succeed as a Chief Customer Officer in My 1st 100 Days?
According to Gainsight, a Customer Success Software Company, 39% of companies now have a Chief Customer Officer (CCO). The position didn’t emerge until the birth of Software-as-a-Service (SaaS) & records of the first people claiming this title did so in the late 1990s.
Dear Growth Molecules: What Value Does a Customer Success Operations Leader Bring? Should I Hire One?
In the world of B2B SaaS, customer success (CS) is one of the most critical functions that can drive business growth and customer retention. While most companies have customer success managers, it is equally important to have a customer success operations leader who can optimize the customer success team’s processes and tools.