Jim Berardone

Not Having Strategic Conversations with Customers? Here’s How to Fix That

I keep hearing “our Customer Success Managers need to have more strategic conversations with our customers.” I’ve heard this in numerous discussions with customer success executives over the last year. And more recently, I continued to hear the same thing while attending customer success...

5 Tips to Help Customers with Goal-Setting in 2017

With the start of the New Year, the goals of customers are on my mind and the minds of many customer success managers. It’s no wonder. Goals help customers achieve success. They make it possible to align expectations. They focus efforts on what’s most...

7 Strategies to Benchmark SaaS Customers to Success

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. The comparative insights from benchmarking motivate customers to make changes...

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