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Issue #24: Degreed Evaluates Directors of CS on These Four Dimensions
Oct 7, 2020 3:51:54 PMThis week's featured perspective is written by Brett Andersen, VP of Client Success at Degreed. Note: This piece is a fo...
Issue #23: Ed Powers on the future of Customer Success
Sep 30, 2020 3:31:51 PM“History doesn’t repeat itself, but it often rhymes.” — Mark Twain I think Customer Success is going to go through what ...
Issue #22: 3 steps to create a feedback loop between CS, Product, and Marketing
Sep 23, 2020 2:13:11 PMCustomer Success leaders have a big role: they’re responsible for championing customers across the company. Product need...
Issue #21: NPS has minimal value, here's what to use instead
Sep 16, 2020 4:13:37 PMToday’s format is different from the norm. I typically share advice or frameworks from other Success leaders, or from ar...
Issue #20: The Four Points of Friction Between Sales and Success
Sep 9, 2020 4:01:53 PMBefore you can build a great customer experience, you must have a strong Sales <> Success handoff. If Sales overse...
Issue #19: Face it, your champion strategy is weak. Here's how to get it right
Sep 2, 2020 9:20:00 AMAn excerpt from Face it, your champion strategy is weak. Use this scorecard to get it right. Written in collaboration wi...
Issue #18: Taking action to mitigate risk with Google’s Brian Lafaille
Aug 26, 2020 4:22:05 PMBy Brian Lafaille, Global Head - Customer Success Strategic Programs at Google (Looker) An excerpt (with added notes) fr...
Issue #17: Defining Champion, Power User, and Buyer
Aug 19, 2020 4:44:53 PMMany of us recall the “old days” when software was sold on a CD or DVD. Post-sale activities were managed by Account Man...
Issue #16: When is the right time to introduce Customer Success?
Aug 12, 2020 4:53:00 PMThere are 3 key moments along the customer journey where it makes sense to make the introduction; Pre-Sale, Point of Sal...
Issue #15: How Box brings the customer to the forefront of their company
Aug 5, 2020 4:16:32 PMAt Box, I’d consider ourselves "lucky" in that delivering value to customers is a company-wide focus. But in truth, it’s...
