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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.
The Silent Silo Killing Customer Value: Services
Everyone in SaaS loves to talk about breaking down silos between Sales and Customer Success. You’ve heard the calls to “align GTM” and...
Jul 172 min read
The Journey: #24 So Long, Scaries
It used to hit me like clockwork. Sunday. 3:00 PM. That slow build of dread. The “Sunday Scaries” creeping in like a fog. But one Sunday,...
Jun 152 min read
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
Why Your Onboarding Program Failed (And How to Fix It)
Let’s rip the Band-Aid off. Your onboarding program failed. And here’s why: You built it to serve your company — not your customer. I’ve...
Apr 33 min read
Rethinking Step One: How a Simple Onboarding Change Transformed Retention
Onboarding can make or break customer success. A few years ago—at a few different companies—I made a small tweak to the way we onboarded...
Jan 232 min read
The CSM Practice Podcast: Transform Customer Onboarding
Do your customers keep getting stuck in onboarding purgatory? After this session with Kristi Faltorusso, you will learn the key steps...
Jan 71 min read
Rocketlane: Propel 24 - Allowing Customer Results to Drive Your Strategy
Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she puts results back at the center of onboarding and implementation....
Nov 1, 20241 min read
Tailoring Customer Onboarding to Solve Pain Points with Kristi Faltorusso, CCO @ClientSuccess
Todd Kirk and Casey Trujillo are joined by Kristi Faltorusso, the Chief Customer Officer for ClientSuccess. They emphasize the need to...
Aug 5, 20241 min read
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