Customer onboarding is one of the most critical parts of the relationship with a customer and starts them down the path to success; or not. If not, fix it!
Understanding what success is for your customers is required, but the best way to think about it is in the context of their Desired Outcome; and here's how.
Before you build your product, start to market it, try to sell it, or do anything, frankly... you need to know who your Ideal Customer is. This will help.
There's a threat to the success of your customers, and your success as a business; that's the Success Gap keeping your customers from their Desired Outcome
SaaS Free Trials can be awesome, but most aren't. The main reason they aren't awesome is that they aren't designed to be awesome. This is how to fix that.
To have accurate metrics around what's going on in your SaaS business, you need to properly define what customers and users really are. You must be honest.
Active vs. Inactive Users really is a flawed way to look at things. The state of your users is never binary; there's a context that gives activity meaning.
How do you define Customer Success? Is it a technical or organizational initiative? Is it dimensional or multi-faceted? Here's the complete story.
Startups and established SaaS companies alike use automated personal emails to engage their prospects and customers. Most suck. Fix them with this method.
Invite a friend systems are a big part of viral expansion - both within a company and externally - in this article you'll see how to do it really right.