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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.
CS Leadership Bootcamp Series: Onboarding Edition - Session 4 Ditch the Days
Time alone doesn’t tell the full story—outcomes do. We’ve all seen it: onboarding success measured by how fast you can “go live.” But...
Apr 101 min read
CS Leadership Bootcamp: Onboarding Edition - Consider the Learner
Most onboarding programs assume that every customer learns the same way—but the reality is far different. 65% of people are visual...
Apr 31 min read
CS Leadership Bootcamp: Onboarding Edition - Designing for Change Management
Most onboarding programs focus on teaching users how to use a product—but that’s not enough. True success comes when customers actually...
Apr 31 min read
CS Leadership Bootcamp: Onboarding Edition - No Points of Friction
Customer onboarding is make-or-break—yet too often, it's riddled with misalignment, miscommunication, and inconsistency, leading to a...
Apr 31 min read
CS Leadership Bootcamp - Q1 2024: Designing a Content Strategy to Help Customers Succeed
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, for this 60 minute bootcamp on how to design a content strategy to...
Mar 7, 20241 min read
CS Leadership Bootcamp - Q1 2024: Moving from Full Stack CSMs and Introducing Specialty Roles
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, for this 60 minute bootcamp on how to shift your CSMs from managing all...
Feb 16, 20241 min read
Launching a Community Platform for Your Customers
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she shares her journey, successes and pitfalls of launching a...
Dec 20, 20231 min read
Moving to a Pooled Customer Success Model
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she shares how to move from a high engagement model to a pooled or...
Dec 20, 20231 min read
Deploying a Customer Success Management Platform the Right Way
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she walks you through the best way to build, deploy and drive...
Dec 20, 20231 min read
Designing a Success Probability Score to Predict Customer Success
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she walks you through how to design and deploy a Success Probability...
Dec 20, 20231 min read
Designing an Effective Product Feedback Loop to Drive Innovation for Customers
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she talks through her approach to capturing and leveraging customer...
Dec 20, 20231 min read
Zooming into the Right Data to Uncover Risk Themes to Tackle Strategically
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she highlights a multitude a ways to identify customer risk and how...
Dec 20, 20231 min read
Internal QBR’s to Support Reflection, Planning and Action to Drive the Right Outcomes
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she shares her internal QBR framework that allows her team to reflect...
Dec 20, 20231 min read
Creating a Customer Success Board Deck that Tells a Story
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she sets you up with a framework to use in the boardroom to tell your...
Dec 20, 20231 min read
Designing an Audit Process for Your Customers to Maximize Value
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she walks you through how to design an audit process your CSMs can...
Dec 20, 20231 min read
New CSM Onboarding - How to Get Your CSM Ramped without a Formal Training Team
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she walks you through her approach to onboarding and ramping new CSMs...
Dec 20, 20231 min read
Leveraging Product Usage and Adoption Data to Inform Your Customer Lifecycle Engagement
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she educates you on how to use customer product usage and adoption...
Dec 20, 20231 min read
Launching a Customer Community Before You Think You’re Ready
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she guides you through the early stages of Customer community...
Dec 20, 20231 min read
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