Sep 1, 2020  |  Chris Hicken

The terms Buyer, Champion, and Power User often fail to capture factors like level of authority, influence, and product need. Here's how to redefine those terms to strengthen your champion coverage strategy.
Aug 24, 2020  |  Brook Perry

David Ginsburg draws from his experience at companies like Box, Mixpanel, UserTesting, and WorkBoard, and breaks down the four foundational aspects of an effective Customer Success team structure.
Jun 22, 2020  |  Chris Hicken

This framework will help you assess how a company perceives Customer Success—and in turn, how they value their customers.
Jun 17, 2020  |  Brook Perry

Jess Jurva shares the changes she's made in the past year that help Lucidworks provide a world-class experience to a wide range of customer types.
Jun 10, 2020  |  Chris Hicken

Despite all the maturity Customer Success has seen as a function, the one area that remains underdeveloped is how companies measure the value received by customers.
May 20, 2020  |  Chris Hicken

In the midst of this crisis, Success leaders are looking for ways to check in with customers to gauge churn risk without sounding tone-deaf. Here’s a step-by-step on gauging risk and engaging customers in an appropriate way (hint: it doesn't include NPS).
May 18, 2020  |  Brook Perry

Jennifer Dearman (Pendo's CCO) offers her best advice on evolving a Customer Success organization for scale—with detailed strategies for setting team structure, segmenting customers, and more.
May 12, 2020  |  Chris Hicken

If the Success team is handling more customers that aren't a good fit and are unlikely to renew, there's a good chance the Sales team is closing "bad" deals. Here's how Success leaders can fix the problem.
May 11, 2020  |  Boaz Maor, Jay Nathan

Whether Sales or Success should own commercial activities is a highly debated topic. Here's Boaz Maor and Jay Nathan with an actionable framework for companies to use when making this decision.