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Is this the end of Customer Success?
Two contrarian views to the default customer success strategy followed by most SaaS businesses.
Frank Slootman of Snowflake and Jason Lemkin of SaaStr challenge the CSM role.
Reducing the consumption gap with CSMs
The consumption gap develops as the amount of value your product could deliver outstrips the value your customers actually receive.
In this article you’ll see how your CSMs can work to minimise the gap as you release new products.