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TLC - Is AI a 3-Dimensional PLG?
The LinkedIn/Microsoft report states that 75% of knowledge workers already use AI at work, and 46% of users started using it less than six months ago. The benefits? Users say AI helps them: save time(90%) focus on their most important work (85%) be more creative (84%), enjoy their work more (83%). 78% of AI users bring…
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Customer Success in 2025... What’s next for us?
Welcome to 2025, everyone! I’d love to hear your thoughts or see any insights from thought leaders about what’s on the horizon. As the pace of change accelerates, we’re seeing shifts in our tools, roles, and—most notably—customer expectations. It’s an exciting time for Customer Success, though I’ll admit it can feel a bit…
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2024 trends in CS
Our team at Flowla just released the 2024 Sales Almanac - a collection of trends featuring top-performing posts from 100+ sales and CS voices on LinkedIn. One major shift in CS has been around the role being increasingly commercialized to the point where people get to question the traditional CS metrics and invest more in…
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TLC - Sales or Revenue Driver - the same thing?
CS teams are being asked to play a bigger role in generating expansion revenue, but what does that mean? Do your CSMs have to become sales people? I don’t think so. Instead, I believe that your team can instead lay a foundation that supports the growth of your customers while delivering your experiences in a cost-efficient…
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TLC - How do you manage communications?
I am looking for advice and experience on how to manage the following types of communications: Uptime/downtime notifications for routine planned maintenance Uptime/downtime notifications for unplanned maintenance/events Product update information (service pack updates and new releases both major and minor) Informational…
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TLC - As a CSM, what value does your unique knowledge bring in the eyes of your customers?
Implementing, learning, and obtaining value from your solution is a novel experience, meaning customers face a lot of uncertainty along the way. You, however, have the experience deploying your solution many times with many different customers. As a result, you know what works and what doesn’t, and you can reduce their…
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Maximizing Revenue Potential with the LAER Framework in Customer Success
In the realm of Customer Success, the quest for revenue generation goes beyond mere retention—it encompasses a holistic approach to nurturing customer relationships, driving expansion opportunities, and securing renewals. At the heart of this endeavor lies the LAER framework: Land, Adopt, Expand, and Renew—a strategic…
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Should CEOs spend "a day in our shoes"?
Starbucks’ CEO did a lengthy stint as a barista. Uber’s CEO took to the road as an Uber driver. Is this because they both happen to be such curious people with extra time on their hands? Probably not. There had to be a compelling business reason. My take: These CEOs became extremely concerned that their respective…
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Self-Service vs Personalized Support
I think we can all agree that customer success is evolving quickly. One topic that has been discussed quite a bit is the idea of self-service or "customer led". Candidly, I feel a bit conflicted. - As a SaaS buyer/user - I love the idea of a product and resources that I can seamlessly use without having to add more…
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CSMs as Content Providers
Several CS thought leaders have opined that CS professionals should spend up to 30% of their time writing content. I am curious about: What type of content should CS professionals write? For whom? How should the content be distributed? How should it be maintained? How to determine how much content should be delivered and…
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Combining Sales and Customer Success Into One
Recently, there has been more discussion around combining the roles of account management and customer success. One of the supporting statements is that no one is better to buy from (sales, AM/AE) than a trusted advisor (customer success, CSM). This runs counter to the historical argument that CS needs to stay ambivalent…