Five Steps a VP of CS Needs to Get Started
Recently I was interviewed about the best way to get started in a new role as a new VP of Customer Success (CS). As I prepared for that interview, I was thinking, I can just reuse what I’ve done before. I reviewed the personal onboarding plans I had created for...
Onboarding: The beginning of success…or failure for your customers – Part 2
Let’s continue where we left off last week - Here’s a quick recap: Last week, we covered the essentials of onboarding, including how to empower and enable your customers to optimize their onboarding experience. Let’s take a deeper dive into other factors involved in...
Onboarding: The beginning of success…or failure for your customers – Part 1
The fall school semester is just around the corner and while parents and educators are finding new ways to collaborate and enable students, companies are striving to make work from home productive, and as efficient as possible. A learning program that educates and...
Where is the Best Stability – At a Start-up or Big Company?
The economy has been turned upside down, and technology companies across multiple industries are feeling it. The customer success function is not immune. We are hearing more and more that people are questioning whether startups are committed to investing in customer...
Talking to Customers During COVID-19 Starts with Empathy and Segmentation
Keri Keeling, CS Executive and member of the Customer Success Leadership Network (CSLN) governing council and Mark Pecoraro, Principal at CSLeadership, facilitated a live Zoom discussion on various customer success topics as the second session in a series of ongoing...
Servicing Customers In Today’s Climate
I was recently invited to engage in a webinar with Sandler. I am particularly passionate about the topic of discussion: How to Succeed at Customer Success Conversations in an Evolving Landscape and decided to continue the conversation here. How do we continue to...
Zoom Helpline Sessions from the Customer Success Leadership Network
On Tuesday, May 12 at 5 pm pacific time, the Customer Success Leadership Network facilitated the first in a series of weekly CS Leadership Helpline Sessions. Two members of the governing council facilitated the session: Kim Oslob, senior director of customer...
Gaining 20/20 Vision towards Customer Success in 2020
If you work in the Customer Success (CS) profession (in its broad sense including: Professional Services, Technical Support, Customer Management, Education and Training, etc.), 2019 was a heck of the year! CS is maturing and growing fast: A CS function exists in...
Customer Success: Are You Going to Dodge or Ride the Coming Meteor Called 2020?
Have you inadvertently wasted an hour or two enjoying 2019 retrospectives and then feeling guilty? This post will help you get 2020 back on track, and help you as a Customer Success leader navigate the onslaught of changes hurtling straight for your career. Better...
What I learned from my Daughter’s Volleyball Game about Customer Success
My daughter has been playing volleyball for the past few years. As she is a freshman in high school this year, she tried out for the freshmen school team and made it. She is neither the best nor the worst player on the team, and she is well aware of it. She has been...