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...
How to Motivate CSMs During a Mind-numbing Pandemic (And long after)
The new normal is tiring–connecting with customers and teammates via Zoom for hours every day is draining and brain-numbing. How do we, as Customer Success leaders, help our CSMs stay positive, energized, and productive? One antidote is available today. It’s...
Top Tips for Running an Effective Customer Success Summit
In our recent post, we shared the recommendations of Emilia D’Anzica, Customer Success Leadership Governing Council Member, and a distinguished panel of CS experts on why CS leaders need to conduct semi-annual or annual Customer Success Kickoff or Summit. The panel...
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