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...
Why You Should Lead Customer Success Kickoffs (Summit)
Are you leading Customer Success Kickoffs (CSKO) to align and energize your teams? If you aren’t - you should. According to our recent CSLN panel of CS executives, Customer Success kickoffs help Success teams be more effective and empowered by recruiting champions,...
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...