The Latest Posts from Iliyana's Blog
The Hidden Cost of Reactive Customer Success
Most SaaS organisations do not consider themselves reactive. They describe their teams as customer-centric, responsive, and committed to resolving issues quickly. And in many cases, that is true. Problems are addressed. Escalations are handled....
Read moreWhy Customer Health Is a Financial Forecasting Tool
Customer health is still treated as an operational metric in most SaaS companies. It sits inside Customer Success dashboards. It’s reviewed in QBRs. It informs renewal discussions. But rarely does it influence financial forecasting, capital...
Read moreFrom Customer Success Function to Growth Engine: The Leadership Shift Required
Many organisations say Customer Success is a growth engine. Very few are actually designed for it. In practice, Customer Success is still treated as a defensive function: protect renewals, manage risk, keep customers “happy enough” to stay....
Read more
