Let’s get another cliché out of the way. Talk is cheap. Hmm. In SaaS that’s actually not so true. A lot of talk gets funded. And a lot of decisions get made based on plans (nice, formalized, talk). From there, a lot of evaluation is done based on reporting data (another form of talk). I […]

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SaaS revenue recognition is critical to understanding, managing and valuing the business. Rev rec must be timely, accurate, consistent and auditable to be a reliable management tool. Strategically, deferred revenue has sizable implications on how cash in the business is managed and invested. This is a CEO’s look at revenue recognition, not a CPA’s look […]

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I have been thinking a lot about the continuum of maturity in SaaS customer success organizations. It really boils down to degrees of a spectrum ranging from reactive to proactive. Here are the 11 areas I evaluate when assessing a customer success organization for strengths and weaknesses. How well they execute against these usually indicates […]

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