Paul Philp

Paul Philp is a leading innovator in SaaS and Customer Success. As Founder and CEO of Amity, Paul has spoken with Customer Success professionals from over 1,000 SaaS providers. Paul has a lifelong passion for helping business put customers first.

  • [Infographic] 5 Important Insights of Spotlight Customer Growth

    [Infographic] 5 Important Insights of Spotlight Customer Growth

    SaaS and other recurring revenue models have three core stages critical to their success – acquiring customers, retaining customers and monetizing customers.

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  • How to Build an Early Warning System for Customer Success

    How to Build an Early Warning System for Customer Success

    In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous ter

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  • The Power of Early Warning Systems

    The Power of Early Warning Systems

    Let’s look at what we can learn from a hurricane’s early warning system when it comes to Customer Success and churn.

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  • 5 Questions To Help You Measure Customer Adoption

    5 Questions To Help You Measure Customer Adoption

    Once you’ve mapped an ideal adoption phase, it can still be difficult to know if your team is thinking about adoption the right way. Here are 5 questions to keep in mind:

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  • In Customer Success, Is Bragging Such a Bad Thing?

    In Customer Success, Is Bragging Such a Bad Thing?

    Fundamentally, it isn’t about you at all. When demonstrating the value you are creating for your customer, make sure that the entire goal is to move them forward, towards even greater success.

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  • Static vs. Dynamic Segmentation Models for Customer Success

    Static vs. Dynamic Segmentation Models for Customer Success

    Paired with well-defined high-touch and low-touch engagement models, a reliable account segmentation model allows Customer Success Managers’ time and attention to be where it needs to be.

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  • Are You Suffering From Customer Overload?

    Are You Suffering From Customer Overload?

    For fast-growing SaaS companies, life is good in many ways. It means there is healthy demand for the product and sales are climbing. The best part is that the revenue is a recurring cash flow.

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  • Weight Management for Health in Customer Success?

    Weight Management for Health in Customer Success?

    Health scores... here's how they work. Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy.

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  • Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

    Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

    The competitive advantages businesses developed to serve customers in the past are neither competitive nor advantageous today...

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  • 5 Investment Considerations for Customer Success

    5 Investment Considerations for Customer Success

    If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio.

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  • The WHY, WHAT and HOW of Customer Success

    The WHY, WHAT and HOW of Customer Success

    You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, and webinars.

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  • How Customer Success Will Succeed

    How Customer Success Will Succeed

    The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies.

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  • Making The Business Case For Customer Success

    Making The Business Case For Customer Success

    The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with Customer Success, the customer is the beneficiary of the customer experience.

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  • 5 Things You Must Know About Your Customer For Success

    5 Things You Must Know About Your Customer For Success

    The Five Rings of (Buyer) Insight – the five things that will determine if you have customers that will positively impact your product, relationships, and growth.

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  • 10 Reasons Why You Need to be Successful at Trial Conversions

    10 Reasons Why You Need to be Successful at Trial Conversions

    A free trial version of your SaaS offering is a very efficient method of getting users to understand the value of your product and create demand for it.

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  • A CSM’s Quick Guide To Collecting Customer Data

    A CSM’s Quick Guide To Collecting Customer Data

    In the world of SaaS, there certainly isn’t a lack of data – big data, small data – all of that data! As a matter of fact, there is probably too much of it – way too much of it.

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  • Four Lessons We Can Learn From David Bowie's Life.

    Four Lessons We Can Learn From David Bowie's Life.

    David Bowie died. I had read the headline a few times before I understood. Was this some David Bowie stunt or art piece. Ziggy Stardust doesn’t die. Where’s my Five Years warning?

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  • Don’t Let Your Inbox Focus Your Attention

    Don’t Let Your Inbox Focus Your Attention

    I often feel that I work for my inbox, not the other way around. Many of the customer success managers I speak with have a similar experience. The inbox is full of customer issues.

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  • SaaS Tattler Issue 58

    SaaS Tattler Issue 58

    Issue 58 – Building a Business Case for Customer Success Have you been tasked with winning executive buy-in for a customer success department? Here are practical tools and formulas to help you...

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  • Why Customer Success is Critical Today

    Why Customer Success is Critical Today

    As SaaS companies increasingly look beyond simply closing a new customer and towards increasing the value of the customer relationships over time, businesses are zeroing in on the role of customer.

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