Blog
The Fast & Furious Career Path of Kellie Capote
Sep 14, 2021 8:27:33 AMFeaturing Kellie Capote, Chief Customer Officer at Gainsight This article is part of our 2.0 Leadership Series, where we...
4 Ways CCOs Get "Stuck”
Aug 31, 2021 8:09:52 AMFeaturing Rachel Orston, Chief Customer Officer at SmartRecruiters This article is part of our 2.0 Leadership Series, wh...
CS Ops is the 2.0 Leader’s Secret Weapon
Aug 10, 2021 7:13:35 AMStrategic CS Ops teams are the backbone of a proactive Customer Success function. The average CS Ops team is focused on ...
Say Goodbye to the Tactical CCO — Here’s What Strategic CCOs Focus On
Jun 29, 2021 8:54:45 AMThis article is part of our 2.0 Leadership Series, where we provide practical insight into what strategic Chief Customer...
Introducing the First Magazine for Customer Success: 2.0
May 10, 2021 12:06:00 PMThe inaugural issue of our new Customer Success magazine, 2.0, is out today. Now that Wall Street understands the impact...
Meetings Are Thieves. Here’s How We Prevent Our Time From Being Stolen
Mar 23, 2021 5:00:00 AMWe’ve all experienced bad meeting cultures where meetings become political tools, waste everyone’s time with information...
Is Your Low-Touch Model Really Just Customer Support *Plus*?
Feb 22, 2021 7:12:57 AMWhen there are too many customers per CSM, the smallest customers suffer from a lack of attention. The solution for many...
Customer Success Leaders: It's Time to Level Up Your Finance Game
Jan 18, 2021 12:41:10 PMLast week we held a live Q&A with four Finance leaders on how senior-level Customer Success executives should approa...
How to Fix Sales & Success Friction (Hint: It’s Not Having CS Report to Sales)
Nov 18, 2020 10:13:14 AMThis article is part of our Perspectives in Customer Success series where top Success leaders share how they’re building...
Speak the Language of the CFO When Setting 2021 Budget
Oct 20, 2020 8:38:57 AMIt’s that time of year again; has your CFO asked about your plan to “be more efficient” next year yet? Customer Success ...
Use This 5-Question Rubric to Help Your Success Team Level Up
Oct 5, 2020 9:09:17 AMThis article is part of our Perspectives in Customer Success series where top Success leaders share how they’re building...
Why Customer Marketing Must Live Within Customer Success
Sep 29, 2020 1:00:00 AMThis article is part of our Perspectives in Customer Success series where top Success leaders share how they’re building...
Face It, Your Champion Strategy Is Weak. Use This Scorecard to Get it Right
Sep 1, 2020 12:00:11 PMRemember the “good old days” when software came on a disk, and waiting for dial-up was exciting? Ah, simpler times. Back...
"Deliver on the Trusted Partner Promise" and Other Advice for Founding a Customer Success Team
Aug 24, 2020 8:55:14 AM“When Customer Success comes as an afterthought, it means the company isn’t truly committed to the customer’s success. I...
Everyone Says They Value Customer Success. These 9 Questions Verify if It’s True
Jun 22, 2020 8:47:46 AMWorking in Customer Success means being part of the most connected function within a company. Armed with deep insights i...
Lucidworks’ CCO on Dismantling Silos, Evolving Team Structure, and Defining a Culture Around Customer Success
Jun 17, 2020 8:57:35 AMIn less than two years, Jess Jurva went from managing a regional Customer Success team at Lucidworks to running the enti...
It’s Called “Customer Success”, So Why Aren’t We Measuring if Customers Are Successful?
Jun 10, 2020 8:35:40 AMOur customers don’t come to us because they want a “product.” They want a solution to their problem. But many companies ...
A Quick Guide to Gauging Customer Health During the Pandemic
May 20, 2020 8:34:52 AMThe world we live in today is not the one of three months ago. Every industry is impacted in some way, and those of us i...
The CCO’s Guide to Scaling Customer Success
May 18, 2020 8:42:24 AM“Early on in my career, I wanted to focus on helping customers achieve value from products—and I’ve been learning as I g...
COVID-19 Causing Sales to Oversell? It’s the Success Leader’s Problem to Fix
May 12, 2020 9:35:12 AMSurprise! If the Sales team isn’t closing good deals, it’s your fault not theirs. If you search for “close better deals”...