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The 5 Stages of Digital Customer Success Maturity
Feb 8, 2024 1:55:00 PMMarley 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?
Feb 6, 2024 1:40:00 PMPre-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
Feb 1, 2024 10:12:00 AMIn 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
Feb 1, 2024 10:02:00 AMBack in 2019, when Google acquired Looker for the small sum of $2.6B, Brian LaFaille’s team quickly went from selling to...
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...
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...
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 ...
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 ...
Say Goodbye to the Tactical CCO — Here’s What Strategic CCOs Focus On
Jun 29, 2021 8:54:45 AMThis article is part of our 2.0 Leadership Series, where we provide practical insight into what strategic Chief Customer...
Introducing the First Magazine for Customer Success: 2.0
May 10, 2021 12:06:00 PMThe inaugural issue of our new Customer Success magazine, 2.0, is out today. Now that Wall Street understands the impact...
Meetings Are Thieves. Here’s How We Prevent Our Time From Being Stolen
Mar 23, 2021 5:00:00 AMWe’ve all experienced bad meeting cultures where meetings become political tools, waste everyone’s time with information...
Is Your Low-Touch Model Really Just Customer Support *Plus*?
Feb 22, 2021 7:12:57 AMWhen there are too many customers per CSM, the smallest customers suffer from a lack of attention. The solution for many...
Face It, Your Champion Strategy Is Weak. Use This Scorecard to Get it Right
Sep 1, 2020 12:00:11 PMRemember the “good old days” when software came on a disk, and waiting for dial-up was exciting? Ah, simpler times. Back...
Everyone Says They Value Customer Success. These 9 Questions Verify if It’s True
Jun 22, 2020 8:47:46 AMWorking in Customer Success means being part of the most connected function within a company. Armed with deep insights i...
It’s Called “Customer Success”, So Why Aren’t We Measuring if Customers Are Successful?
Jun 10, 2020 8:35:40 AMOur customers don’t come to us because they want a “product.” They want a solution to their problem. But many companies ...
A Quick Guide to Gauging Customer Health During the Pandemic
May 20, 2020 8:34:52 AMThe world we live in today is not the one of three months ago. Every industry is impacted in some way, and those of us i...
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