Burke Alder, a SaaS pioneer, helps companies build cultures around customer success. Alder, VP of Marketing at ClientSuccess, writes weekly on strategies, methodologies, and models that move customer success from a departmental focus to an entire organizational focus. Previous Head of Marketing at Lendio and Workfront.
Those of us in customer success are all too familiar with the quarterly business review, coined the “QBR”. Each quarter, we go through