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. […]

Read More…

I’m actually a bit cranked up about SaaS scale and SaaS maturity being confused and comingled. We’re working with a couple of SaaS companies at roughly the same revenue scale but wildly different maturity levels. The problem is that both founders see themselves in the same stage of development because annual recurring revenue (ARR) is often misused […]

Read More…

As a Managed Services Provider (MSP), your goal is to provide efficient IT services and support to your clients while maintaining a profitable and sustainable business. While client retention and growth are two major factors in determining the valuation of a business, there are certain situations where it might be better to fire or not […]

Read More…