Sylvia Yin

Sylvia's a B2B SaaS entrepreneur in the analytics and retail industry. She's also the youngest and first female tech entrepreneur in Singapore to make the Forbes 30 Under 30 Retail & eCommerce list.

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How to spot a high-performing Customer Success Manager

One of the challenges I had in the earlier days of building out a customer success function was developing predictable renewals and expansion measures. For context, this was when we were still collecting performance data and our historical data could not yet provide sufficient predictive power....

Decoding customer churn Find out what your customers are really thinking

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Decoding customer churn Find out what your customers are really thinking

In this article, I'm going to walk you through how to decode customer churn. Before I delve into the crux of the matter, allow me a moment to set the stage for our topic. Then, I'll give a quick background, so you understand where my experience comes from....

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The Southeast Asia customer success survey 2021

Customer success is often said to be going through a golden age. All you have to do is look at Vista's acquisition of Gainsight for $1bn back in December 2020 to see proof of that....