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...
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...
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