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Issue #48: How Do You Transition Customers From High-Touch to Low-Touch?
Mar 24, 2021 4:56:53 PMLast week we hosted a panel discussion on creating a low-touch engagement model. The discussion featured Boaz Maor (CCO ...
Issue #47: Interview CSMs Like Intercom
Mar 17, 2021 4:38:39 PMThe following is Max’s response to the question, “What does your interview process look like for CSMs at Intercom and ho...
Issue #46: Career Lessons From 15 Years in Tech
Mar 10, 2021 10:00:00 AMRecently I posted a list of lessons I’ve learned from 15 years and 5 companies in the tech startup scene in New York. I’...
Issue #45: A Customer Advisory Board Plan That Works
Mar 3, 2021 8:00:00 AMThe following is Rebecca’s response to the question, “You’ve helped develop and run Customer Advisory Boards at multiple...
Issue #43: Why Risk Forecasting Should Be in Your DNA
Feb 17, 2021 4:25:29 PMThe following is Pat’s response to the question, “You’ve advocated for risk forecasting rather than risk assessment. Can...
Issue #42: Hiring for a Consultative Mindset—What To Look For in CSMs
Feb 10, 2021 1:57:00 PMThe following is a summary of advice Chitra gave in a recent interview. Most CS leaders understand that the best CSMs ar...
Issue #41: 5 Pieces of Advice for Scaling Customer Success
Feb 3, 2021 1:15:00 PMThere’s no doubt that growing a CS team from one that owns everything post-sale to one with narrowly defined goals and s...
Issue #40: What Does Proactive Customer Success Look Like to You?
Jan 28, 2021 7:32:15 AMIn the Customer Success community, we're faced with the common challenge of 'being more proactive'. You hear it all the ...
Issue #39: How to Approach the Customer Maturity Index
Jan 20, 2021 5:57:00 PMThe following is Boaz’s response to the question, “Can you give us an overview of what a Customer Maturity Index is, and...
Issue #38: 5 Tips for Building a Customer Advocacy Program
Jan 13, 2021 5:40:00 PMThe following is Alex’s response to the question, “How would you recommend other Customer Success leaders think about bu...
