Smartsheet Blog

As the Director of Developer Relations here at Smartsheet, a big part of my job (and the team I’m building out) is to attend and speak at developer conferences. I’ve spent a good number of years speaking at developer conferences around the world. The keynotes, the vendor showcases, the boxed lunches – it all gets a little blurry after a while.

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To the Smartsheet User Community: Smartsheet let you down yesterday, and for that, I am sorry. On Thursday, February 2, at 8:30 AM PST, a technical problem arose with our system that prevented access to the Smartsheet application for approximately three and a half hours. We recognize and sincerely regret the inconvenience and business disruption caused by this unplanned system downtime. Though we fell short yesterday, we are committed to delivering a world-class experience for our users and are taking all necessary steps to ensure we consistently deliver on that goal.

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Over the past few years, as the SaaS business model has gained traction, a relatively new department, Customer Success, has arisen within software companies to support these subscription models. Customer Success is a function that focuses on the relationship with customers after the deal has closed, on an ongoing basis, in a proactive manner.

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