by Abby Hammer | May 18, 2017 | Engagement, Onboarding, Team Strategy
Stellar product adoption is the holy grail for Customer Success teams. We are constantly strategizing how we can get more users to use the product more and get more value so the customer will want to buy more users and/or modules – we always...
by Abby Hammer | May 11, 2017 | NPS
As Customer Success pros, we worry a great deal about what is an “acceptable” churn rate and whether our own rate falls below the maximum viable standard. At some point in our industry-wide discussion of this critical question, the benchmark of...
by Abby Hammer | May 5, 2017 | Segmentation, Team Strategy
In many companies, each department is like its own sovereign state. Each manager has her or his patch of office space to rule and the law of the land is “you do your thing, I’ll do mine.” Each kingdom is also suspicious of its neighbors. The...
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