George Szundi

Find me on:

Recent Posts

Prove it or Lose it: Recording Available

George Szundi   |   June, 2016

How will you prove your value and justify your Customer Success budget to your senior management team? Check out this presentation featuring Mikael Blaisdell, Executive Director of the Customer Success Association.

Read More

Customer Success Organizations: Learn from these Experts

George Szundi   |   June, 2016

The word is out: Customer Success is crucial to SaaS, and a lot is being written about the subject every day. In fact, it's getting increasingly difficult to sift through the deluge of new content to find useful (and actionable) advice.

Luckily, there are a handful of organizations you can turn to for consistently great insights. Here are our favorite groups that share some of the best Customer Success knowledge:

Read More

Prove it or Lose it: The Role of the Customer Value Review

George Szundi   |   May, 2016

The "Land and Expand" strategy applies within your company as well as with your external customers. Watch this online discussion featuring Mikael Blaisdell, Executive Director of The Customer Success Association. Learn how to ensure that your C-Suite will invest in you and your Customer Success team.

Read More

Customer Success Email Campaigns

George Szundi   |   March, 2016

Today we’re highlighting Natero’s Email Campaigns, a powerful feature that helps Customer Success Managers send targeted messages and improve engagement.

Managing email campaigns through Gmail or Outlook is cumbersome, to say the least. Email marketing systems are efficient but they’re also disconnected from key customer metrics. Natero arms Customer Success Managers (CSMs) with a scalable email solution based on actionable customer data.

CSMs can target the right accounts with the right message at the right time.

Read More

Customer Success Managers: Is Your Sales Team Setting You Up to Fail?

George Szundi   |   March, 2016

Have you ever watched a deal get signed that you knew would churn? Do you spend a lot of time re-aligning the expectations of your new accounts?

If so, you may have an overzealous sales team pursuing the wrong kind of leads or making unrealistic promises (you might also have a marketing problem but we’ll save that for later). This puts Customer Success Managers (CSM) in a tough spot: needing to save or re-sell a new account from the start. Even with the best work-arounds and quickest response times, there is only so much that Customer Success teams can do before oversold customers give up and leave.

As a CSM, what can you do to improve the situation? Try partnering with your sales team to help acquire the right kinds of customers.

Read More

Natero Unveils Industry's Most Advanced Customer Success Platform

George Szundi   |   February, 2016
First customer success platform to fuse predictive analytics and business intelligence to help B2B SaaS companies maximize customer lifetime value.

MOUNTAIN VIEW, CA — February 11, 2016 — Natero today announced public availability of the first customer success platform to merge machine learning for predicting behavior and big data analytics for deep customer insights into a single product.

The Silicon Valley based software company, which has raised $3.3 million to date from Merus Capital, Salesforce Ventures, Y Combinator and Andreesen Horowitz Seed, is focused on improving customer success within Software-as-a-Service (SaaS) organizations. Customer success is an emerging function that ensures SaaS customers receive continuous value and remain loyal users. Using Natero, SaaS vendors significantly increase customer retention and identify accounts that are ripe for expansion.

Read More

Designing Customer Health Scores

George Szundi   |   January, 2016

Health scores are a hot topic in customer success. Much has been written about the subject and its use is gaining traction — especially in the world of Software-as-a-Service (SaaS).

An ideal health score captures the attributes that best reflect a successful customer. It's useful for understanding a customer's overall health, as well as the health trends for an account, portfolio of accounts, or the business as a whole. In SaaS organizations, health scores help Customer Success Managers (CSMs) gauge the status of their accounts and prioritize customer engagements.

Read More
  |     |  ALL POSTS