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Issue #102: A More Human-Centered Funnel
May 4, 2022 5:10:00 PMEthan Beute has spent the last three years hosting The Customer Experience Podcast and the last ten years of his caree...
Issue #101: Two Career Ladders to Climb in Customer Success
Apr 20, 2022 5:09:09 PM“I’m looking for best practices for career laddering” “I need new strategies to retain top CSMs” “I’m concerned about ...
Issue #100: 100 Lessons from 100 Customer Success Leaders
Apr 13, 2022 4:13:56 PMTo celebrate our 100th newsletter, we asked 100 Customer Success leaders to answer this question in one sentence: “Wha...
Issue #99: Retaining CS Professionals Amidst the Great Resignation
Mar 31, 2022 10:18:07 AMThe Great Resignation continues to cause problems for CS leaders that need to grow and retain their strong existing ta...
Issue #98: The Customer-Focused CEOs of Gainsight, HubSpot, UserTesting & LogicMonitor
Mar 17, 2022 11:35:05 AMOf course your CEO says they're "customer first". But how does that claim actually show up in their actions? This w...
Issue #97: Digital Customer Success Deep Dive
Mar 9, 2022 5:28:59 PMDigital Customer Success does NOT equal Tech Touch! Digital Customer Success is an engagement strategy that can be use...
Issue #96: Should Pre-sales Live In Customer Success or Sales?
Mar 2, 2022 4:28:40 PMPre-sales (PS) plays a critical role in ensuring customers are a good fit, which begs the question: should the function ...
Issue #95: 5 Tips for Launching a Digital CS Strategy
Feb 23, 2022 5:20:31 PMCreating content, segmenting customers, deciding on an automation platform, looking into engagement models, understand...
Issue #94: The 5 Stages of Digital Customer Success Maturity
Feb 16, 2022 4:24:23 PMMarley Wagner came on the Nuffsaid podcast this week to share her company’s sophisticated Digital Customer Success mat...
Issue #93: The Future of Digital CS? Take a Look at Brian LaFaille's Program
Feb 9, 2022 4:13:08 PMBack in 2019, when Google acquired Looker for the small sum of $2.6B, Brian LaFaille’s team quickly went from selling ...