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
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...
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...
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