How CSMs Can Manage Difficult Customer SituationsSimilar to an earlier post, this is a summary of a presentation- let me know what you think of this alternative format.Oct 31, 2020Oct 31, 2020
Why Customer Success Teams need to establish a feedback cultureIt’s a typical Thursday at 2pm, which means you’re dialing in to your standing client call with ABC Corp. The call kicks off with the…Sep 30, 2020Sep 30, 2020
Ways Customer Success should influence MarketingMost companies still think about marketing in terms of a funnel- a bunch of leads go in the top, and a few customers come out the bottom…Sep 1, 2020Sep 1, 2020
What’s the appropriate CSM to Manager ratio?While there’s been a lot written (and debated on) the topic of how many accounts or how much revenue a Customer Success Manager should own…Jul 31, 2020Jul 31, 2020
Deciding to be “Great by Choice” — leadership lessons during times of uncertainty“Great by Choice” is a bestselling work by the popular writer Jim Collins, whose other business books include: “Good to Great”, and “Built…Jun 29, 2020Jun 29, 2020
How Customer Success teams should respond to COVID-19We all know the current situation we find ourselves in is unprecedented, and that many people’s lives and livelihoods have been…May 23, 2020May 23, 2020
Avoiding burnout on your Customer Success teamIf you’ve made it past the headline, I probably don’t need to tell you burnout is a serious concern for individuals and employers. While…Apr 27, 2020Apr 27, 2020
Adding a human touch to product onboarding with Customer SuccessProduct workflows have a major impact on customer experience. They’re scalable, touch every user, and are measurable and data-driven. But…Apr 1, 2020Apr 1, 2020
How Customer Success Managers should handle a big “Switch”We’re confronted with change in a hundred different ways on a daily basis. A street on your morning commute is closed so you take a detour…Feb 29, 2020Feb 29, 2020
