
Nov 18, 2020
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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
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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
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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.

Sep 29, 2020
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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
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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
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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.

Jun 22, 2020
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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.

Jun 17, 2020
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Brook Perry
Lucidworks’ CCO on Dismantling Silos, Evolving Team Structure, and Defining a Culture Around Customer Success
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
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Chris Hicken
It’s Called “Customer Success”, So Why Aren’t We Measuring if Customers Are Successful?
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
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Chris Hicken
A Quick Guide to Gauging Customer Health During the Pandemic
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
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Brook Perry
The CCO’s Guide to Scaling Customer Success
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
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Chris Hicken
COVID-19 Causing Sales to Oversell? It’s the Success Leader’s Problem to Fix
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
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Boaz Maor, Jay Nathan
Who Should Own Renewals and Upsells: Sales or Customer Success?
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.

May 5, 2020
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Brook Perry
Advice for Quickly Advancing in Customer Success, From One of the Valley's Rising Stars
In this interview, Carta's Head of Customer Success offers advice for establishing a high-growth career in Success and how to make the transition to managing at a higher level.

Apr 28, 2020
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Josh Hicken
The Customer Success workflow: Too much noise, not enough insight
With so much noise and to-do’s, it’s easy for CSMs to lose track of how their customers are really doing. Here are four areas where CSMs can cut through the noise and get the information they need.

Apr 13, 2020
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Chris Hicken
CSMs: Considering a horizontal move to progress your career? Read this first.
For CSMs who feel "stuck" in terms of pay and level of responsibility: here's how to get to the next level and increase your income and exposure within the company.

Mar 30, 2020
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Chris Hicken
I’m sorry, but “lack of adoption” and “lost champion” aren’t reasons for customer churn
Most companies report the same reasons for churn, but they're not actionable. Instead, Success leaders should keep a pulse on earlier indicators of customer health.

Mar 20, 2020
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Brook Perry
[Podcast] Setting up a customer health score that means something
Nuffsaid's CEO joins the Gain, Grow, Retain podcast to talk about customer health scores and how Success leaders can identify early indicators of health and risk.