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...
The Ten Steps to Customer Success
There are a lot of different approaches to Customer Success compensation and although there may not be one perfect plan, the data below suggests that a variable plan with a bonus will provide the best results. If you consider yourself “Data-Driven” let’s look at some...
Compensation & Results…
There are a lot of different approaches to Customer Success compensation and although there may not be one perfect plan, the data below suggests that a variable plan with a bonus will provide the best results. If you consider yourself “Data-Driven” let’s look at some...
The Economics of Customer Success Part One
When listening in on conversations about Customer Success you will often hear a wide variety of perspectives and opinions on exactly what it is, when it began, and why it is important. In a nascent profession such as Customer Success, this diversity of perspectives...
CEOs and Strategy: Defining Corporate Purpose
My favorite quote is probably:“Strategy without tactics is the slowest route to victory. Tactics without Strategy is the noise before defeat”.Sun Tzu – 512 BCBesides being a favorite of mine, I believe this insight is one that transcends time and is as relevant today...
Reflecting On Lessons Learned
It’s my habit during transitions to spend time reflecting over the recent past and anticipating the unknown future. I know that 2016 was a challenging year for many and a wonderful year for others. I also know that some of you are entering 2017 with apprehension. I’m...
Why it’s Collaboration Time for Sales and Customer Success Association
Familiar Tropes Between CS & SalesWhat happens when a SaaS Venture Capitalist, a Customer Success (CS) Analyst, and a VP of CS sit down to chat about Sales and CS? You might anticipate that a lively conversation would ensue, with many points of contention. For...
What If Customer Success Isn’t Necessary?
A Business UtopiaHave you ever thought about what the world might look like if Customer Success (CS) was something that you didn’t need? I certainly had not considered this, and while it is a theoretical extreme, it’s an interesting construct to think about. What if:...
What CS Leaders Can Do to Ensure a Seat at the Table
At the RoundtableA few months ago, Lincoln Murphy (@lincolnmurphy) and a group of Bay Area Customer Success (CS) executives met and explored some challenges around CS having a seat at the executive table. Everyone agreed that it is important for CS to have a seat at...
Why Isn’t There a Seat at the Table for CS?
CS Roundtable – Part TwoIn a conversation with Lincoln Murphy (@lincolnmurphy) and a group of Bay Area Customer Success (CS) executives last month, we explored several aspects of Customer Success and challenges that companies and CS Executives face. Everyone agreed...