Brooke GoodbaryHow 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.5 min read·Oct 31, 2020----
Brooke GoodbaryWhy 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…4 min read·Sep 30, 2020----
Brooke GoodbaryWays 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…2 min read·Sep 1, 2020----
Brooke GoodbaryWhat’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…4 min read·Jul 31, 2020----
Brooke GoodbaryDeciding 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…4 min read·Jun 29, 2020----
Brooke GoodbaryHow 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…4 min read·May 23, 2020----
Brooke GoodbaryAvoiding 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…5 min read·Apr 27, 2020----
Brooke GoodbaryAdding 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…5 min read·Apr 1, 2020----
Brooke GoodbaryHow 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…5 min read·Feb 29, 2020----