Puzzled about Customer Success Metrics?
There is a lot of talk about metrics, measurements, and KPIs in the world of Customer Success. Peter Drucker’s statement that, “What gets measured gets improved” continues to show up in presentations and blogs, on a variety of topics from CS ROI, to Health Scores, and...
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...
Should Customer Success Have a Seat at the Table?
A CS Round TableI keep hearing Customer Success leaders talk about how important it is to have a seat at the executive table. A couple of weeks ago, I explored this topic in a conversation with Lincoln Murphy, a Customer Success thought leader & co-author of the...
Customer Success is NOT Customer Support
The discipline of Customer Success continues to evolve at an exciting pace. As I talk to many companies looking for Customer Success leadership to take them to the next level, I am reminded of some of the fundamentals of Customer Success, and how to bring maximum...
6 Attributes That Transform a CSM from Good to GREAT!
What Makes a CSM Successful?Desired attributes for a CSM can be a subjective matter, as different Customer Success leaders emphasize varying skills in their team. Domain and product specificity can also have a large influence on necessary traits. For this reason, it...
The Customer Success Mindset
All smart SaaS business are beginning to invest in Customer Success but it’s not just something you can throw a few dollars and bodies at. Customer Success starts with a mindset, and that mindset has to permeate throughout your entire organization. In this post, we’ll...
How Customer Success Can Team Up With Sales
A Team OffenseCS and Sales working together leads to happy customers, upsells, and best of all — high renewal rates. Most organizations go about this in the wrong way in the beginning; they define Customer Success as a role that puts out fires reactively, usually as a...
The Dynamics Between Customer Success and Customer Support
A Rapid EvolutionCustomer Success is a rapidly evolving function, as it has come to the forefront of business discussions in the last few years. Amongst other inquiries, many professionals wonder what the difference is between support and success, and ask how the...
3 Tips for Evolving Your Customer Success Strategy as your Company Evolves
Are you curious about how to scale Customer Success when your company is in different stages of its evolution? Are you interested in learning how to prepare for hyper-growth situations? You’re just in luck! The Customer Success Leadership Network has a few tips for...