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Issue #102: A More Human-Centered Funnel
Issue #102: A More Human-Centered Funnel
May 4, 2022 5:10:00 PM

  Ethan 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
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
Issue #100: 100 Lessons from 100 Customer Success Leaders
Apr 13, 2022 4:13:56 PM

  To 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
Issue #99: Retaining CS Professionals Amidst the Great Resignation
Mar 31, 2022 10:18:07 AM

  The 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
Issue #98: The Customer-Focused CEOs of Gainsight, HubSpot, UserTesting & LogicMonitor
Mar 17, 2022 11:35:05 AM

  Of 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
Issue #97: Digital Customer Success Deep Dive
Mar 9, 2022 5:28:59 PM

Digital 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?
Issue #96: Should Pre-sales Live In Customer Success or Sales?
Mar 2, 2022 4:28:40 PM

Pre-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
Issue #95: 5 Tips for Launching a Digital CS Strategy
Feb 23, 2022 5:20:31 PM

  Creating content, segmenting customers, deciding on an automation platform, looking into engagement models, understand...

Issue #94: The 5 Stages of Digital Customer Success Maturity
Issue #94: The 5 Stages of Digital Customer Success Maturity
Feb 16, 2022 4:24:23 PM

  Marley 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
Issue #93: The Future of Digital CS? Take a Look at Brian LaFaille's Program
Feb 9, 2022 4:13:08 PM

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