As the leader of the customer-facing parts of a SaaS organization, I was quick to take accountability and responsibility for “customer success”, which of course really meant customer retention. It took me many years to realize how flawed my thinking was and to come to understand that Customer Success is bigger than any single department. […]

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At the 2017 Silicon Y’all SaaS and Digital Media Summit, Matt Hamilton of Summit Partners shared insight into employee incentives as a great method of motivating employees to achieve desired business results. There are various types of incentives, each with its own unique way of influencing employee behavior. When used effectively, these incentives can have a positive […]

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There, I said it.  As a SaaS founder who led sales, customer success, product support, and professional services, I fully believed every customer retention issue was squarely on my shoulders. And every customer retention win was because of the product.   I LOVED our product and the value it brought to our enterprise customers. I passionately […]

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