Tactical insights to improve onboarding and make your customers successful.

"All meetings should start with some kind of a user insight. And it's not just a random thing. It should align with something that you're already noodling. Whatever the focus is. If you know that your quarterly roadmap includes these three big things, then make sure that the things that you're sharing actually line up with those themes.”

"We know customers that have churned, we know customers that have grown, so we can plot back against that, looking at milestones, looking at health triggers, looking at different usage trends, adoption trends. So we can say, this is what people on that path do."

"The reality is customers don't care about your products. Sorry to break the news. They're really interested in being better at their jobs. They're interested in transforming their business. They're interested in saving time. They're interested in making more money, saving money, being compliant. So the goal is to help them reach value, not just to go live with your product."

"When you're first building a CS org ... get an understanding of who your customers are, what behaviors do you need to drive for adoption? Is there a massive change management issue? Is it your piece of technology that you might have have issues with? What you're really trying to lead towards is what's that one key behavior that everyone needs to gravitate towards."