Normally, Mel Bilge and Bill Cushard are both on the podcast, but this episode is something different. It is a recording of a webinar we did on Wednesday, November 18, 2020. The title is How to create your 2021 education services plan.

Here is a link to get the video recording.

Here is the link to the slides.

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Mel Bilge and Bill Cushard discuss defining and documenting the customer success process

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Mel Bilge and Bill Cushard discuss implementing quarterly business reviews.

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Mel Bilge and Bill Cushard discuss why net revenue retention is a growth metric. 

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Mel Bilge and Bill Cushard discuss the importance of account ownership in SaaS customer success. 

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Mel Bilge and Bill Cushard discuss high touch customer success and why being scalable and low touch isn't all it's cracked up to be. 

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