Blog
Evolving NPS From Dial-Up to Fiber Optic: What We Can Learn from Blockbuster, Fax Machines and Paper Maps
Sep 12, 2023 10:47:43 AMNet Promoter Score (NPS) is a one-question metric that is tracked by two-thirds of the Fortune 1000 and is also celebrat...
10 years searching: Finally finding my secret sauce for 3x win rate
Aug 2, 2023 12:46:51 PMThe question: “What is your secret sauce?” This weekend I was at a parent-kid hangout and met a fellow immigrant mum who...
Finding Repeatable Land-and-Expand Strategies in the PIT
May 22, 2023 11:36:53 AMOf all places you’d want to find your sales opportunities, seemingly a pit would be one of the last, you’d think? Tales ...
Customer Perceived Value: The Crystal Ball for Business Growth
May 17, 2023 6:54:38 AMDeveloping a product and delivering it into the hands of customers doesn’t mean they will get value. In fact, without a ...
Who Owns Upsells? Finding the Right Combination For Customer Growth
Apr 28, 2023 7:04:08 AMLike many companies, you’re tired of hearing the “s” word: silos. Sales and customer success teams often find themselves...
The Reasons Why CROs and CCOs Are Surprised when Customers Churn
Apr 18, 2023 2:50:43 PMYou’ve seen it before. And as a revenue or customer leader, each time is just as painful as the last. When a customer le...
What’s New in TheySaid?
Mar 31, 2023 7:58:26 AMCustomization at Scale for Enterprise As a Customer Success and Sales leader, you know how vital it is to capture timely...
Product Market Fit Is the Future for Customer Leaders
Jan 5, 2023 12:32:14 PMWho rolls their eyes every time they read a social post that shouts “Customer Success is everyone’s responsibility!”? Su...
Why Success Leaders Must Own Upsells and Cross-sells (And How to Do It)
Nov 18, 2022 3:16:51 PMThe way we expand accounts adds very little value to customers. Why? Because Sales still owns the revenue number. Here, ...
How to buy a Customer Success Platform
Oct 20, 2022 9:47:10 PMWe spoke with founders and top leaders of each of the top Customer Success Platforms and summarized our findings here to...
Pricing? Yep, the CS Leader Has To Drive This Too
May 16, 2022 8:52:10 AMFEATURING KYLE POYAR, OPERATING PARTNER AT OPENVIEW This article was originally featured in 2.0—the first magazine for C...
The Latest 2.0 Magazine is Out: Customer-Led Growth
Feb 1, 2022 12:00:00 AMToday we released the second issue of Nuffsaid’s 2.0 magazine: Customer-Led Growth. Like our previous issue, each chapte...
Why Your Budgeting Narrative Must Change
Jan 24, 2022 11:47:02 AMHere’s how we used to budget for Customer Success: “I need one CSM per $2,000,000 in revenue.” But that approach was fra...
A Rubric for Becoming the Customer Success Executive Your Company Needs
Dec 15, 2021 7:38:47 AMIn a Customer-Led Growth company, CCOs are put in a unique position. Because the entire company obsesses over the value ...
The Principles of a Remarkable Customer Experience: A Chief People Officer Turned CCO’s Perspective
Nov 15, 2021 8:25:06 PMFEATURING RACHAEL POWELL, CHIEF CUSTOMER OFFICER AT XERO This article is part of our 2.0 Leadership Series, where we pro...
Partnering With Product to Best Represent Your Customers
Oct 20, 2021 8:58:27 AMThe following is an excerpt from How to Actually Influence the Product Roadmap, a new handbook that gives a blueprint fo...
Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders
Sep 29, 2021 7:47:17 AMUnlike Product or Engineering teams which require deep technical expertise, Customer Success can access broadly availabl...
The Fast & Furious Career Path of Kellie Capote
Sep 14, 2021 8:27:33 AMFeaturing Kellie Capote, Chief Customer Officer at Gainsight This article is part of our 2.0 Leadership Series, where we...
4 Ways CCOs Get "Stuck”
Aug 31, 2021 8:09:52 AMFeaturing Rachel Orston, Chief Customer Officer at SmartRecruiters This article is part of our 2.0 Leadership Series, wh...
CS Ops is the 2.0 Leader’s Secret Weapon
Aug 10, 2021 7:13:35 AMStrategic CS Ops teams are the backbone of a proactive Customer Success function. The average CS Ops team is focused on ...