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Issue #103: Level up Your CS Enablement With This Framework
May 26, 2022 10:20:56 AMWhen Nick Chang joined Palo Alto Networks in September 2021 as Global Head of Network Security CS, he saw a fast-moving ...
Issue #56: Why CS Won’t Report to Sales in the Future
May 19, 2021 4:09:40 PMWayne McCulloch just published The Seven Pillars of Customer Success. His new book outlines an adaptable framework for b...
Issue #37: An Incentive Structure That Drives Customer-Centricity
Jan 6, 2021 3:43:30 PMThe following is Rav’s response to the question, “How would you recommend founders go about creating an incentive struct...
Issue #26: Building CS Ops at Quorum, Aruba, and Pipedrive
Oct 21, 2020 2:15:44 PMThis week we’re featuring a Q&A with three CS leaders, all who are in or are leading CS Ops teams. CS Operations is ...
Issue #11: How Customer Marketing works at Typeform
Jul 15, 2020 4:19:00 PMFrom an interview with: In many companies, “Customer Marketing” is a new concept. Even Marketing teams don’t always get ...
Issue #10: What do CSMs need to succeed in their roles?
Jul 1, 2020 4:13:00 PMFrom an interview with Directors and VPs in Customer Success tend to quickly learn how important it is to coach and deve...
Issue #6: Why Customer Success should report to the CEO
Jun 3, 2020 3:19:00 PMFrom an interview with: I fundamentally believe that a product is nothing without the users and customers who are willin...
Issue #2: Preventing the "overblown support team"
May 6, 2020 4:59:00 PMWritten by: “How do you prevent CS from becoming an overblown support team for enterprise?” — The President of a promine...
