Customer Success is not the same as Customer Experience


As a former math teacher, when I first saw this equation, it spoke to me. I ran across it as I was doing research for the book Literally: The Book on Customer Success for MSPs. Gainsight, an industry leader in customer success tracking for SaaS companies, had used this to demonstrate why Customer Success is way more than Customer Experience. In a world of increasingly commoditized technology offerings, this is even truer for MSPs.

5 Stats Proving Customer Success is a Must for MSPs

The numbers are in: A Customer Success program is a must!

In a world where many of the assets and services around technology are commoditized, customer success IS the value that managed service providers bring to the table. True Customer Success delivers value to clients by driving growth and progress toward their business goals.

The Link between Transparency and Customer Success

Ever have that moment when someone says something that really hits home – mostly because they used fewer words to plainly state something you’ve felt all along? Those moments really stick with me – like the time one of my peer group members said, “do what’s right and the profits will follow”. I had always felt that way, but was never able to say it so succinctly.

“Gartner: 5 Security Questions your board will inevitably ask” – and how to be prepared as an MSP

Almost a year ago, Gartner published an article, authored by Kasey Panetta, titled “5 Security Questions Your Board Will Inevitably Ask”. In the spirit of spring cleaning, today is a good day to dust off this article and revisit.