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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 Journey: #21 The Early Arrival
I’ll never forget one of my earliest wake-up calls in Customer Success. We were onboarding a string of new customers who were wildly...
May 262 min read
Customer Success is Driving More Revenue Than You Think – You’re Just Not Measuring It
Renewals aren’t the only way CS drives revenue. But they’ve become the default. And when something becomes the default, it becomes the...
May 143 min read
Growth Lives in the Gray: Why Waiting for "Perfect Health" Can Kill Opportunity
Early in my Customer Success career, I had a bad habit. I blocked expansion conversations at the first sign of risk. If a customer wasn’t...
May 22 min read
The One Question That Changed Our Renewal and Expansion Outcomes
If you're working with mid-size to Enterprise customers, there’s one simple question that can significantly improve your renewal and...
Apr 102 min read
The Journey: #003 Handoff, Not Headache
I’ve been in Customer Success for over 13 years, and guess what? The Sales-to-CS handoff still sparks drama in way too many orgs. Even...
Jan 202 min read
The Sales-to-CS Handoff Won’t Save You—Here’s What Will
Too many Customer Success teams treat the Sales-to-CS handoff like some magical resource—one that holds all the secrets to a customer’s...
Jan 173 min read
The Surf & Sales Podcast: We're All Thinking Too Small
Kristi Faltorusso Chief Customer Officer from Client Success joins us on the Surf and Sales podcast to discuss how she failed herself...
Jan 61 min read
"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
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