How Customers View Customer Success
When the topic of Customer Success is discussed, the conversation is usually centered around adoption, churn, customer health scores, metrics, and automation. It’s naturally framed from the vendor’s perspective. Most companies view themselves as customer-centric, but...
Engaging with Investors as a CS Leader
You just found out that you’ll be presenting at your next board meeting. This is exciting, in that it demonstrates the importance of customer success in your organization. However, it can also be nerve-wracking – you’ll be in front of your investors. What do they...
Across the Globe: Customer Success in 10 Countries
I have spent most of my career working for global companies and managing global teams. I am grateful for the opportunities and am even more grateful to work with such diverse teams. I have learned that Customer Success is not equal (nor should it be) in how it is...
What’s next for Customer Success? – Post Pandemic Business Decisions
I’ve got this old Bob Dylan song going through my head. “The times, they are a-changin”. Customer Success (CS) Leaders, like everyone else, have been experiencing significant changes as we have navigated through a global pandemic over the past 16 months. The CS...
The Intersection of Customer Success and UX
I started my early career as a UX (User Experience) Professional. If you aren’t familiar with UX, according to the International standard on ergonomics of human-system interaction, ISO 9241–210, is defined as: A person's perceptions and responses resulting from the...
Optimizing Customer Engagement through Data Infrastructure and Analytics
The first in a series, this article examines how Customer Success organizations can develop an analytics framework to help drive customer engagement and improve customer experience. Analytics is a competitive advantage that differentiates market leaders from average...
Customer Success Must Sell and be a Trusted Advisor
In customer success, it is commonly believed that one cannot sell and be a trusted advisor. “If I try to sell something to my customer, I’ll lose all that trust I’ve built up over the past several months,” we say. This is a misguided belief that does not consider the...
Digital Customer Success: How to Service the Long Tail with Tech Touch
A summary of The Customer Success Leadership Network Virtual Meetup Feb. 27th by Lauren Costella, VP Customer Success at GoodTime.io As CS Leaders, you can’t go on LinkedIn or to virtual conferences without hearing about the importance of developing a digital CS...
How to Hire Bad A$$ CSMs
The expansion of Customer Success continues to impress me. This time five years ago, a search on LinkedIn for “Customer Success” roles rendered around 100 results. Today, I can perform the same search and find 105k advertised positions. Opportunities are abundant if...
How to Motivate CSMs During a Mind-numbing Pandemic (And long after)
The new normal is tiring--connecting with customers and teammates via Zoom for hours every day is draining and brain-numbing. How do we, as Customer Success leaders, help our CSMs stay positive, energized, and productive? One antidote is available today. It’s called...