Feb 22, 2021  |  Chris Hicken

Is Your Low-Touch Model Really Just Customer Support *Plus*?

The low-touch engagement model is notoriously challenging to build—it’s both digitally led while still offering access to a proactive CSM, and it requires a team with skills unlike in a high-touch model. Here, we unpack the foundational elements of a low-touch model, how CS teams can mature their approach, and the skills required in an effective low-touch team.
Jan 18, 2021  |  Brook Perry

Customer Success Leaders: It's Time to Level Up Your Finance Game

Customer Success leaders often cite "finance" as their biggest weakness. Here's a Q&A with four Finance leaders from Blend, UserTesting, Lever, and Higher Logic on how they think Customer Success executives should approach strategic budgeting and planning conversations.
Nov 18, 2020  |  Emilia D'Anzica

How to Fix Sales & Success Friction (Hint: It’s Not Having CS Report to Sales)

It’s easy for Customer Success to blame Sales when customers aren’t getting what they expected. But the fault isn’t all on Sales—and it’s on CS to build a stronger partnership and handoff. Here's Emilia D'Anzica with tactics for fixing the common points of friction between the two teams.
Oct 20, 2020  |  Chris Hicken

Speak the Language of the CFO When Setting 2021 Budget

Customer Success budgeting conversations are too often centered around “driving down costs.” Instead, here’s how to show the CFO how investing in CS will increase revenue and profitability.
Oct 5, 2020  |  Brett Andersen

Use This 5-Question Rubric to Help Your Success Team Level Up

Brett Andersen (Degreed’s VP of Client Success) on the rubric that has helped his team set clear expectations and maintain a culture of high performance.
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Sep 29, 2020  |  Angela Guedes

Why Customer Marketing Must Live Within Customer Success

Typeform's Head of Customer Engagement shares tactical advice on how to structure, measure, and support a Customer Marketing team.
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Sep 1, 2020  |  Chris Hicken

Face It, Your Champion Strategy Is Weak. Use This Scorecard to Get it Right

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

"Deliver on the Trusted Partner Promise" and Other Advice for Founding a Customer Success Team

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.
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Jun 22, 2020  |  Chris Hicken

Everyone Says They Value Customer Success. These 9 Questions Verify if It’s True

This framework will help you assess how a company perceives Customer Success—and in turn, how they value their customers.