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Customer Perceived Value: The Crystal Ball for Business Growth
Customer Perceived Value: The Crystal Ball for Business Growth
May 17, 2023 6:54:38 AM

Developing a product and delivering it into the hands of customers doesn’t mean they will get value. In fact, without a ...

Who Owns Upsells? Finding the Right Combination For Customer Growth
Who Owns Upsells? Finding the Right Combination For Customer Growth
Apr 28, 2023 7:04:08 AM

Like many companies, you’re tired of hearing the “s” word: silos. Sales and customer success teams often find themselves...

The Reasons Why CROs and CCOs Are Surprised when Customers Churn
The Reasons Why CROs and CCOs Are Surprised when Customers Churn
Apr 18, 2023 2:50:43 PM

You’ve seen it before. And as a revenue or customer leader, each time is just as painful as the last. When a customer le...

What’s New in TheySaid?
What’s New in TheySaid?
Mar 31, 2023 7:58:26 AM

Customization at Scale for Enterprise As a Customer Success and Sales leader, you know how vital it is to capture timely...

Product Market Fit Is the Future for Customer Leaders
Product Market Fit Is the Future for Customer Leaders
Jan 5, 2023 12:32:14 PM

Who rolls their eyes every time they read a social post that shouts “Customer Success is everyone’s responsibility!”? Su...

Why Success Leaders Must Own Upsells and Cross-sells (And How to Do It)
Why Success Leaders Must Own Upsells and Cross-sells (And How to Do It)
Nov 18, 2022 3:16:51 PM

The way we expand accounts adds very little value to customers. Why? Because Sales still owns the revenue number. Here, ...

How to buy a Customer Success Platform
How to buy a Customer Success Platform
Oct 20, 2022 9:47:10 PM

We spoke with founders and top leaders of each of the top Customer Success Platforms and summarized our findings here to...

Pricing? Yep, the CS Leader Has To Drive This Too
Pricing? Yep, the CS Leader Has To Drive This Too
May 16, 2022 8:52:10 AM

FEATURING KYLE POYAR, OPERATING PARTNER AT OPENVIEW This article was originally featured in 2.0—the first magazine for C...

The Latest 2.0 Magazine is Out: Customer-Led Growth
The Latest 2.0 Magazine is Out: Customer-Led Growth
Feb 1, 2022 12:00:00 AM

Today we released the second issue of Nuffsaid’s 2.0 magazine: Customer-Led Growth. Like our previous issue, each chapte...

Why Your Budgeting Narrative Must Change
Why Your Budgeting Narrative Must Change
Jan 24, 2022 11:47:02 AM

Here’s how we used to budget for Customer Success: “I need one CSM per $2,000,000 in revenue.” But that approach was fra...

A Rubric for Becoming the Customer Success Executive Your Company Needs
A Rubric for Becoming the Customer Success Executive Your Company Needs
Dec 15, 2021 7:38:47 AM

In a Customer-Led Growth company, CCOs are put in a unique position. Because the entire company obsesses over the value ...

Partnering With Product to Best Represent Your Customers
Partnering With Product to Best Represent Your Customers
Oct 20, 2021 8:58:27 AM

The following is an excerpt from How to Actually Influence the Product Roadmap, a new handbook that gives a blueprint fo...

Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders
Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders
Sep 29, 2021 7:47:17 AM

Unlike Product or Engineering teams which require deep technical expertise, Customer Success can access broadly availabl...

The Fast & Furious Career Path of Kellie Capote
The Fast & Furious Career Path of Kellie Capote
Sep 14, 2021 8:27:33 AM

Featuring Kellie Capote, Chief Customer Officer at Gainsight This article is part of our 2.0 Leadership Series, where we...

4 Ways CCOs Get "Stuck”
4 Ways CCOs Get "Stuck”
Aug 31, 2021 8:09:52 AM

Featuring 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
CS Ops is the 2.0 Leader’s Secret Weapon
Aug 10, 2021 7:13:35 AM

Strategic 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
Say Goodbye to the Tactical CCO — Here’s What Strategic CCOs Focus On
Jun 29, 2021 8:54:45 AM

This 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
Introducing the First Magazine for Customer Success: 2.0
May 10, 2021 12:06:00 PM

The 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
Meetings Are Thieves. Here’s How We Prevent Our Time From Being Stolen
Mar 23, 2021 5:00:00 AM

We’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*?
Is Your Low-Touch Model Really Just Customer Support *Plus*?
Feb 22, 2021 7:12:57 AM

When there are too many customers per CSM, the smallest customers suffer from a lack of attention. The solution for many...

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