customer success advisor Posts

Land & Expand Meets Customer Success – Three Key Gaps to Fill

Land & Expand Meets Customer Success – Three Key Gaps to Fill

Today Customer Success has become an essential focus in all subscription economy businesses, and thus a crucial part of any Land & Expand strategy. However, despite considerable hype on this topic, the strategic, tactical and operational elements are still not quite in place in most companies.

I believe there are three crucial gaps that CEOs and management teams need to fill – particularly in companies that have a strong or exclusive focus on enterprise customers.

Land & Expand Strategy: Time to Get Serious about Customer Success!

Land & Expand Strategy: Time to Get Serious about Customer Success!

Management teams talk an awful lot these days about customer success, and many companies have implemented parts of a plan to help their customers achieve successful outcomes from their investment. Unfortunately, the prevailing model in most Saas companies is far too internally focused on building license revenues and limiting the cost of delivering services, and therefore falls short as far as customers are concerned. But there is a cure for this problem…