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How Customers View Customer Success

How Customers View Customer Success

When the topic of Customer Success is discussed, the conversation is usually centered around adoption, churn, customer health scores, metrics, and automation. It’s naturally framed from the vendor’s perspective. Most companies view themselves as customer-centric, but...
Engaging with Investors as a CS Leader

Engaging with Investors as a CS Leader

You just found out that you’ll be presenting at your next board meeting. This is exciting, in that it demonstrates the importance of customer success in your organization. However, it can also be nerve-wracking – you’ll be in front of your investors. What do they...
The Intersection of Customer Success and UX

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...