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CS Insights
Let me tell you what I really think about Customer Success.
Come along as I share my thoughts and advice on all things Customer Success and Leadership. Browse through webinars, podcasts, articles and more to get my perspective on CS and beyond.
"CSM's Have NO Sense of Urgency", says Sales
"Customer Success Managers have NO sense of urgency." That was the response I got when I asked a seasoned sales executive and well-known...
Nov 15, 20241 min read
Your Generic Health Score Is Contributing to Your Churn Problem
“Customer Success looks different at every company.” Everyone nods their heads in agreement, but then… why do most companies have the...
Nov 15, 20242 min read
Transform Satisfied Customers into Brand Champions
Imagine if your customers weren't just satisfied, but actively championing your brand. The key to unlocking this level of advocacy?...
Aug 13, 20242 min read
If Your Customer Success Team Isn't Defining Your ICP, You're Acquiring Churn
In today's competitive business landscape, understanding your Ideal Customer Profile (ICP) is crucial for targeting the right prospects...
Jun 28, 20242 min read
The Power of Being Easy to Work With in Customer Success: A Collaborative Approach to Success
In the world of Customer Success, there's a quality that often goes overlooked but can make a world of difference: being easy to work...
Apr 30, 20243 min read
The Marathon of Customer Success: Lessons Learned from Training Runs
As I wrapped up my final 12-mile training run before a series of upcoming half marathons in May, I couldn't help but draw parallels between
Apr 29, 20242 min read
Unleashing the Power of AI in Customer Success: A Comprehensive Breakdown
In the rapidly evolving landscape of customer success, the integration of Artificial Intelligence (AI) has become a paramount...
Mar 11, 20242 min read
Feedback: Ask and Maybe You'll Receive
In the fast-paced world of software bugs occasionally pop up like surprise guests at a party, best laid plans go unexecuted and...
Jan 25, 20243 min read
Does Your Customer Trust You? Maybe not if they aren't seeking your advice.
If your customers aren't seeking your advice and recommendations, it's a clear sign that they might not perceive you as an expert....
Jan 12, 20242 min read
Help Me, Help You: Guiding Your Customers to Define their Partnership Goals
It's still early January so I'm going to continue to talk about goals. Specifically customer goals. Everyone will always talk about how...
Jan 8, 20242 min read
How to Nail Your Customer Success Manager Interview
So, you've landed an interview for the exciting role of a Customer Success Manager (CSM) – congratulations! Now, it's time to buckle up...
Jul 19, 20233 min read
Smooth Sailing: The Importance of Managing Account Transitions in Customer Success
In the realm of customer success, managing customer transitions plays a vital role in ensuring seamless experiences and maintaining...
Jun 20, 20232 min read
Why CSMs Must Pay Attention and Address Clear Warning Signs
In the world of customer success, paying attention to red flags is crucial. As a CSM, it's your responsibility to ensure the satisfaction...
Jun 20, 20232 min read
Customer Success: Your Next Career Move for Unparalleled Satisfaction and Success
In a world where customers are the lifeblood of any business, the role of a Customer Success Manager (CSM) has emerged as a pivotal and...
Jun 20, 20232 min read
Take Credit for Your Impact or Someone Else Will
I know you're doing great work ... Does everyone in your company know? One of the biggest misses I see from professionals, especially...
Jun 17, 20232 min read
Stop Letting Your Sales Team Define Your ICP: CS Leaders It's Time to Lean In
Hey Customer Success friends ... STOP LETTING SALES DEFINE YOUR IDEAL CUSTOMER PROFILE! I love chatting with CS teams about Customer Fit,...
Jun 17, 20232 min read
Your Customers Are On PTO, Now What?: How to Get Ahead of Your December Renewals
Ready or not we are in the Q4 holiday season! I'm sure you're planning your own PTO - Few days surrounding Thanksgiving, maybe a week off...
Jun 17, 20232 min read
Get Started on the Right Foot: Knowing What You Don't Know
You only have one chance to make a first impression and when it comes to starting your relationship with a new customer it's important to...
Jun 17, 20232 min read
Anatomy of a Good Follow-Up Email
As a CSP you are probably meeting with your customers on a regular cadence, maybe weekly during onboarding and then bi-weekly or monthly...
Jun 17, 20233 min read
Have You Been Ghosted? 5 Tips to Help You Engage Dark Customers
It's been two weeks and 4 emails since you've heard from your customer, looks like you've been ghosted? Now yes, it's possible they are...
Jun 17, 20234 min read
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