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The 5 Stages of Digital Customer Success Maturity
The 5 Stages of Digital Customer Success Maturity
Feb 8, 2024 1:55:00 PM

Marley Wagner shared her company’s sophisticated Digital Customer Success maturity framework. Marley waslk us through ea...

Should Pre-sales Report Into Customer Success or Sales?
Should Pre-sales Report Into Customer Success or Sales?
Feb 6, 2024 1:40:00 PM

Pre-sales (PS) plays a critical role in ensuring customers are a good fit, which begs the question: should the function ...

Personalizing Digital CS With the HEART Framework
Personalizing Digital CS With the HEART Framework
Feb 1, 2024 10:12:00 AM

In this newsletter, you’ll read insights from Jyo Shukla’s book about building customer-centricity into the DNA of your ...

The Future of Digital CS? Take a Look at Brian LaFaille's Program
The Future of Digital CS? Take a Look at Brian LaFaille's Program
Feb 1, 2024 10:02:00 AM

Back in 2019, when Google acquired Looker for the small sum of $2.6B, Brian LaFaille’s team quickly went from selling to...

Unified Feedback, Unified Front: Aligning GTM Teams with the Pulse of Customer Voice
Unified Feedback, Unified Front: Aligning GTM Teams with the Pulse of Customer Voice
Oct 11, 2023 9:39:46 PM

The voice of the customer is more than just feedback; it's the cornerstone of a thriving business. When customers share ...

Revenue and Relationships: Celebrating the Dual Mandate of CS Teams
Revenue and Relationships: Celebrating the Dual Mandate of CS Teams
Oct 5, 2023 2:13:37 PM

As we commemorate Customer Service Week, an occasion dedicated to spotlighting the contributions of those who nurture cu...

10 years searching: Finally finding my secret sauce for 3x win rate
10 years searching: Finally finding my secret sauce for 3x win rate
Aug 2, 2023 12:46:51 PM

The 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
Finding Repeatable Land-and-Expand Strategies in the PIT
May 22, 2023 11:36:53 AM

Of 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
Customer Perceived Value: The Crystal Ball for Business Growth
May 17, 2023 6:54:38 AM

Developing 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
Who Owns Upsells? Finding the Right Combination For Customer Growth
Apr 28, 2023 7:04:08 AM

Like 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
The Reasons Why CROs and CCOs Are Surprised when Customers Churn
Apr 18, 2023 2:50:43 PM

You’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?
What’s New in TheySaid?
Mar 31, 2023 7:58:26 AM

Customization 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
Product Market Fit Is the Future for Customer Leaders
Jan 5, 2023 12:32:14 PM

Who 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)
Why Success Leaders Must Own Upsells and Cross-sells (And How to Do It)
Nov 18, 2022 3:16:51 PM

The 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
How to buy a Customer Success Platform
Oct 20, 2022 9:47:10 PM

We 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
Pricing? Yep, the CS Leader Has To Drive This Too
May 16, 2022 8:52:10 AM

FEATURING 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
The Latest 2.0 Magazine is Out: Customer-Led Growth
Feb 1, 2022 12:00:00 AM

Today 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
Why Your Budgeting Narrative Must Change
Jan 24, 2022 11:47:02 AM

Here’s how we used to budget for Customer Success: “I need one CSM per $2,000,000 in revenue.” But that approach was fra...

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