Roundup: Recent Posts I’ve Written For B2B SaaS Clients, February 2015 Edition

I decided to put together a roundup of a few recent blog articles I’ve written for my clients, in case you’re interested in reading what I’m up to. Feel free to drop a line or leave a comment if you’re curious about any of the awesome companies mentioned here.

3 Ways CSMs Can Use Social Media For Customer Education

Customer Education article by Sarah E. Brown

How can customer success managers make use of social media for their customer education campaigns? I focused on some general best practices and case studies from Hootsuite and HubSpot, two SaaS companies who do this very well. Published on the Learndot blog.

Interview With Samuel Hulick: User Onboarding And Customer Education

Samuel Hulick by Sarah E. BrownIf you don’t know Samuel Hulick yet, you’re really in for a treat. I interviewed Samuel about the convergence of user onboarding and customer education and customer success. Lots of great insights in here for any SaaS company looking to nail these. Published on the Learndot blog.

Which Customer Success Analytics Platform Is Right For Your Business?

platform-comparison-06

I wrote an in-depth review of three customer success analytics solutions: Gainsight, Bluenose and Totango. The review came out of hour-long demos with each company and plenty of email exchanges to clarify additional questions. It’s kind of a long read, but I think it gives a pretty solid overview of the platforms if you’re interested. Note: After writing this article, I started working with Frontleaf, another amazing customer success analytics platform I highly recommend checking out. Published on the Learndot blog.

Staff.Com and Time Doctor Co-Founder Liam Martin On The Future Of Contract And Remote Work

My client Trada has created an awesome solution for small businesses who need help with their pay per click (PPC) campaigns called PPCPath. Through PPCPath, companies can hire AdWords experts on a contract basis to improve their campaigns at affordable rates. For the PPCPath blog, I interviewed one of the leading experts in contract and remote work, Staff.com and Time Doctor co-founder Liam Martin. Lots of good info and predictions in here, if you’re interested in the topic. Published on the PPCPath blog.

Avoiding The Pitfalls Of The Small Business Do-It-All-Yourself Mentality

I wrote this piece for Trada for a guest post on Duct Tape Marketing, one of the world’s most popular small business blogs, focusing on why and how small businesses need to outsource. Published on the Duct Tape Marketing blog.

To Boldly Go Where No Podcast Has Gone Before: Customer Success!

Frontleaf blog on podcast by Sarah E. BrownI helped come up with the concept for Frontleaf’s new podcast, Customer Success Radio, the first podcast of its kind in the industry, as part of their overall content strategy. Frontleaf’s co-founders, Rachel English and Tom Krackeler, have been churning out epic episodes featuring experts in Customer Success from the industry. I wrote about the story of the podcast and why and how it came to be. Published on the Frontleaf blog.

Growing Successful Customers: The Ins And Outs Of Upselling

This post highlighted the discussion from the most recent Customer Success Twitter chat I ran a few weeks ago for Frontleaf on the topic of upselling/cross-selling and customer success. I came up with the idea of facilitating a regular Twitter chat for Customer Success early on in my work with the company. There had never been a Twitter chat addressing Customer Success before, so it seemed like the perfect opportunity for them. Customer Success for SaaS companies is such a hot topic, the Frontleaf team and I correctly suspected experts and enthusiasts spanning the industry would be interested. I really enjoy facilitating the chats each month, and writing the recaps. Published on the Frontleaf blog.

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