video

Bridging the Divide Between Customer Success and Sales: Part 2

By |2019-01-12T21:53:05+00:00May 12th, 2018|video|

  https://youtu.be/Qn-2Ee8R9M4 This is part 2 of my 2 part video series sharing the key takeaways from a discussion I recently led between over 50 Sales and CS professionals on the question of whether there’s a Great Divide between Sales and CS. (Part 1 can be found here) Sales and CS professionals are in [...]

Bridging the Divide Between Customer Success and Sales: Part 1

By |2019-01-12T21:53:28+00:00May 12th, 2018|video|

  https://youtu.be/UxqsUMAXn_c I recently had the privilege of leading a discussion with over 50 Sales and CS professionals in Vancouver, Canada on the question of whether there’s a Great Divide between Sales and CS. It was an amazing discussion. Here is Part 1 of a 2 part series sharing the key takeaways. This post [...]

Who should own Expansion Revenue?

By |2019-01-12T21:53:56+00:00April 23rd, 2018|video|

  https://youtu.be/ZxJgb5CFc3E In Your B2B SaaS company, is it clear what role or team can be most successful at expanding revenue from your existing customer base… ...and therefore who should be accountable and incentivized to do so? No? First, it’s worth acknowledging that you’re not alone in being unsure. There is a raging debate [...]

Aligning Outcomes Across Sales and Customer Success

By |2019-01-12T21:54:09+00:00April 16th, 2018|video|

  https://youtu.be/O46zdPXfjr8 Is your Sales team selling the outcomes that your Customer Success team is set up to deliver and measure? If your B2B SaaS Sales team is selling something different to what your Customer Success team can deliver, then your subscription unit economics will fail.  And then your business will fail. Take a second... [...]

Accidents Happen At Intersections

By |2019-01-12T21:54:18+00:00April 16th, 2018|video|

  https://youtu.be/wfdrlsqF-nM Accidents happen at intersections... ...and 100% of the accidents that cause customer and revenue churn in your B2B SaaS business happen at intersections that exist in your customer journey. There is one particular intersection that, if allowed to exist, is the most dangerous and will cause the most churn in your B2B [...]