A common refrain we hear from owners of MSPs is that they’re hesitant to consider bringing on a partner or selling their business when things are going well.  We completely understand, as life is easier when you are growing, customers are happy, and margins are strong.  However, we’ve also seen the opposite, when a Managed […]

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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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Everybody knows SaaS marketing segmentation is good. And everyone thinks they need to do it. It makes messages more specific. It improves relevance, which in turn accelerates lead-to-revenue velocity. I personally love segmentation and have been using it extensively in SaaS marketing for over a decade. But it’s not always a good idea. And even when it is, too […]

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