Recent Posts by Todd Williams

Find me on:

Customer Success Simplified - From Experience

When I first got started in Customer Success (CS), I was over a large US-based organization where we had roughly 60 Fortune 500 companies as customers. These customers represented a large recurring revenue stream for our organization, and it was imperative that we retained more than 95% of our revenue (ARR) and it was more important that we retained logos.   

Read More

Challenging Pareto through Customer Success

HubSpot Video

Most individuals have come to know and understand the Pareto principle of 80/20, conceptualized by Vilfredo Federico Damaso Pareto, born in 1848.  Rumor has it that one day Pareto noticed that 20% of his pea plants in his garden generated 80% of the healthy pods.  Upon further research and understanding into different industries, he came up with the well-known and generalized result of 80% of the results will come from 20% of the actions. Over the years we have come to accept this principle in many aspects of business life. For example, it is often assumed that 80% of revenue comes from 20% of customers or 20% of a company’s products represent 80% of the sales, and so on. 

Read More