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...
What’s next for Customer Success? – Post Pandemic Business Decisions
I’ve got this old Bob Dylan song going through my head. “The times, they are a-changin”. Customer Success (CS) Leaders, like everyone else, have been experiencing significant changes as we have navigated through a global pandemic over the past 16 months. The CS...
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...
A community for Customer Success professionals to network, discuss industry trends, and discover key metrics, tools, & best practices.
Copyright © 2017 CSN. All Rights Reserved.