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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”...
Who Should Own Renewals and Upsells: Sales or Customer Success?
May 11, 2020 1:24:48 PMCOVID-19 or not COVID-19, I bet you have heard that question many times, as it is one of the most common topics posed in...
Advice for Quickly Advancing in Customer Success, From One of the Valley's Rising Stars
May 5, 2020 8:29:43 AMEvery Customer Success organization needs to hire for potential and skill. There simply isn’t enough history behind the ...
The Customer Success workflow: Too much noise, not enough insight
Apr 28, 2020 8:43:17 AMEvery CSM has a different workflow. Their tasks, information, and communication all live in different places; they have ...
We'll be working remote for another 6+ months. Time for a 1:1 tune-up.
Apr 20, 2020 8:01:39 AMOftentimes, one-on-one meetings are hurried, disorganized check-ins or quick performance reviews that get overlooked or ...
CSMs: Considering a horizontal move to progress your career? Read this first.
Apr 13, 2020 8:25:23 AMIn recent years I’ve had a number of former colleagues and mentees ask whether Customer Success is a good career—and if ...
I’m sorry, but “lack of adoption” and “lost champion” aren’t reasons for customer churn
Mar 30, 2020 12:03:59 PMThe title of this piece is intentionally snarky. Here’s the full story… After interviewing dozens of Chief Customer Offi...
[Podcast] Common mistakes in early-stage fundraising
Mar 27, 2020 4:08:00 PMThe first mistake founders often make when fundraising is starting too late: they begin talking to investors when they n...
Day 1: Product idea. Day 2: Core values
Mar 23, 2020 9:16:00 AMTech news publications have been pouring out horror stories about imploding company cultures—places where companies left...
[Podcast] Setting up a customer health score that means something
Mar 20, 2020 2:01:00 PMFor executives who are inherently short on time, it makes sense to to try and drive toward business metrics that point t...
[Podcast] Product usage is a vanity metric
Mar 17, 2020 11:12:19 AMWhen evaluating a customer’s risk for churning, companies tend to instinctively over-index on product usage. Are custome...
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