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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Sometimes things just fall into place. Like this post. I had nascent inspiration to write it last week, but couldn’t quite find my passion for it. Then I had a couple of clients surface some things that really focused my thoughts on the SaaS CEO role. My personal experience as a tech CEO for 20 years is […]

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Active SaaS Product Strategy Proves Value We’ve all subscribed to passive SaaS products that may be cool, but never become indispensable. It’s likely you’ve also used at least one active SaaS product that goes out of its way to shove its value in your face. And if that active SaaS was actually valuable, then it’s likely it became indispensable in the […]

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