Searching for great articles about Customer Success

Julie Schifter

Hi all,

What a great community  

Can't wait to go through the interesting discussion. 

Can any of you suggest interesting articles about what customer success is? I am searching for different material to use for an internal customer success transformation. 

Thank you in advance  

Best 

Julie  

Tiffany Morin

There are SO MANY. I usually subscribe to blogs of CS companies and leaders. This way, I can search through the long history of articles and find what I need! What topics specifically are you looking for? The more detail, the more someone on this thread can likely find a few goodies to send your way!

Jon Triggs

Hi Julie,

Without wanting to sound too big headed, I've written a couple of decent background to CS articles lately which regularly get shared by people on LinkedIn and get lots of positive feedback, so you might enjoy them:

https://customeruplift.com/customer-success-the-most-effective-strategy-to-reduce-churn/

https://customeruplift.com/customer-success-is-not-the-same-as-customer-support-heres-why/

Cheers,

Jon

Brian Hartley

Here are a few that helped me..

https://hbr.org/2019/11/what-is-a-customer-success-manager

https://sixteenventures.com/lincoln-murphy-strategic-consultant - Lincoln Murphy writes extensively on the topic


https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/introducing-customer-success-2-0-the-new-growth-engine

Julie Schifter

Hi Tiffany,

Thank you so much! 

I am currently looking for material e.g. case studies, articles on what Customer Success is and how it differentiates from Account Mgmt and Support. 

Best

Julie

Julie Schifter

Thank you, Brian! Really good articles. 

Julie Schifter

Thank you, Jon! Very good articles

Melissa Flygare

There are a lot of resources out there - I would recommend checking out the ClientSuccess resource center.  We post a TON of customer success content - everything from customer success basics to more advanced/strategic topics.  It will be a great resource for you! 

ClientSuccess Resource Center

Here are a couple of other articles that may be useful:

• HubSpot - What is Customer Success?
• HubSpot - Success vs. Service vs. Support
• Crunchbase - 12 Commandments of Customer Success
• Salesforce - Key Difference Between Success & Service
• ClientSuccess - Exploring the Differences Between a CSM and AM

Hope this is helpful! 

David Jackson

Julie,

I would advise you focus less on the differences between CS and other functions and more on what capabilities are needed across the company to deliver value to customers.  Great CS is a company-wide process that requires deep collaboration.