Clik here to view.
Increasing the Effectiveness of the CSM Hiring Process
The Customer Success function is growing at an all time high right now, with more candidates going through the hiring process seeking a position in Customer Success than ever before. Here are three...
View ArticleClik here to view.
The Challenges of ‘Tech-Touch’– Self-Success
The software industry has long had a dream that AI (artificial intelligence) or better designed tech could be a way of bypassing the requirement for the user to make an investment in learning inherent...
View ArticleClik here to view.
The First Bachelors Degree in Customer Success
Ranked by LinkedIn as growing by 736% and as being among the top fastest growing roles, the global need for Customer Success professionals is booming. With the impact of the Covid pandemic and...
View ArticleClik here to view.
Three Categories of Customer Success Interview Questions
Asking the right kinds of questions during interviews of Customer Success Manager candidates is critical, especially in high growth tech companies. As many companies have unfortunately discovered, an...
View ArticleClik here to view.
Excellence in Customer Success?
Mirror, mirror, on the wall, Who does the best customer success of all? Who provides Customer Success excellence? Which companies are the best? As you might imagine, I’ve been asked that question a...
View ArticleClik here to view.
Success is Going Beyond the Customers’ Desired Outcome
There have been many, too many, conversations over the years about the role of Customer Success. It’s frustrating, and it has prompted several very senior members of the worldwide community to...
View ArticleClik here to view.
How to Lead Lasting Transformational Change in SaaS
Company change is often the elephant in the room. Whether you have an existing and evolving Customer Success (CS) team, or are building an organization for the first time, it’s likely that you have...
View ArticleClik here to view.
The 2021 Customer Success Executive Priorities Survey
Over the past 22 years, while Customer Success as a function has become increasingly common in business, turnover in Customer Success executives has been a key concern that is often not openly...
View ArticleClik here to view.
Product As A Community
Writing for Inc. Magazine, Gainsight’s Nick Meta emphasizes the value of the community that should form around a product and a company if it is to be successful over the long term. But what does that...
View ArticleClik here to view.
What are the Three Biggest Challenges Facing the Profession of Customer...
We are seeing layoffs continuing all across the Customer Success community, at all levels. Entire groups are being wiped out. Senior CS execs, with sterling qualifications and years of experience, are...
View ArticleClik here to view.
Customer Success and Authentic Customer Centricity
Many companies will assure you that they are customer-centric. However, the definition of “customer centricity” has as many answers as does the definition of customer success. “We love our...
View ArticleClik here to view.
Is Customer Success At Risk?
For over a year now, we have all had friends, colleagues, and connections in the worldwide Customer Success community suddenly appear in the job market. Open position announcements are fewer, and there...
View ArticleClik here to view.
Customer Success Took a Wrong Turn
Somewhere along the line, companies made a wrong turn as they set up their Customer Success groups. While people across the board talked of the importance of “trusted advisors,” that’s not what...
View Article
