
Nello Franco
643 posts

Nello Franco
@nfranco
Tweets are my own. #customersuccess, #cloud, #saas, Family, Aviation, Soccer, Wine, Food. Not necessarily in that order.




10 years from now, I know I'll have been successful if I never hear the following phrase again: "Who owns the customer?" That concept is so dated in the world of SaaS and #CustomerSuccess. There can't be an "owner" anymore. It has to be a process with a clear RACI.











Nearly every day, I get requests from CEOs who are unsure whether the leader they have is the one to take them to the next level. To help sort out 2010 leaders from 2020 ones, I put together a quick table based upon my experience. bit.ly/2WbfEdK

Love this quote from the @adobe earnings call from CEO Shantanu Narayen: "Reduced churn is the new growth." Churn for any SaaS business is a drag on both growth and profitability. It's worthy of the same level of focus you put on acquiring new customers (perhaps even more).

If you know any Bay Area high school students who are interested in earning their Private Pilot Certificate over the summer, be sure to let them know about the upcoming Upwind Scholarship open houses! More details: bit.ly/2Wbclns

