By Katie Burns
May 07 2018
CEO, Vertical Alliance Group
Jul 25 2019
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 […]
Apr 25 2019
Some SaaS companies start by selling to the SMB market and evolve to sell to the enterprise at some point. Often this move is a planned strategy. And other times, it’s more accidental. Enterprise customers actually lead you there. You’re targeting small and mid-sized businesses and suddenly you notice that you have some Fortune 1,000 […]
Feb 05 2019
Whether you have a product-led SaaS or a high-touch SaaS, better onboarding doesn’t start with process it starts with vision. Don’t get me wrong, every SaaS needs to deliver a great customer onboarding experience. And that will require a process to ensure it’s executed well. But if you want to improve how you onboard your SaaS users don’t […]
