Oct 20, 2020  |  Chris Hicken

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

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  |  Angela Guedes

Typeform's Head of Customer Engagement shares tactical advice on how to structure, measure, and support a Customer Marketing team.
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).