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6 Reasons Why 2024 is the Year That Revenue Generation Will Be Hyper-Focused on Customer Success
It’s an exciting time in Customer Success (CS) and in 2024, the landscape of CS will shift significantly, with a heightened emphasis on commercialization. B2B and B2C companies across industries will increasingly recognize the pivotal role that CS plays in retaining existing clients, driving revenue, and fostering…
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Redesigning the Relationship Between Customer Success and Marketing
In the modern business landscape, two innovative departments stand out above the rest ..... ..... is how this article would have started had I written it with ChatGPT. Let's get real for a second, the amount of LinkedIn posts that are so obviously generated by AI has reached maximum levels. It's an epidemic that needs the…
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Improve Your Customer Retention: Launching a Customer Retention Strategy
This is it! We’ve covered some serious ground. By now, you’ve picked the 4 customer insights activities (1 monologue, 1 dialogue, 1 shallow & 1 deep –from article #4) that will be the foundation of your customer retention strategy. You also know the priority area in which you’ll launch your strategy. (I highly recommend…
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Tell Better (Customer Success) Stories
Hooray, they renewed in full! I’ve been around the Success world officially since 2009, and I’ve heard the story again and again that we all have: customers who renew are the best. And you know that you are. Cheers to another year+ subscription to our awesomeness! Is this really the best claim that Success teams should be…
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Unlocking User Engagement: A Universal Challenge
Step into Ms. Johnson's bustling fifth-grade classroom at Anytown Elementary on a crisp Monday morning. The air is electric with excitement as students eagerly anticipate the chance to earn coveted 'good behavior points' on our platform. But here's the twist: as the day unfolds, Ms. Johnson forgets to log into our…
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How to Use Small Customer Insights to Get Large Customer Retention Wins
Hold onto your seats! In this article, we’re going on a wild ride. You’re going to learn the ‘small wins to create big gains’ strategy that led a pro team from zero victories to becoming one of the most powerful teams in the sport in just 10 years. We’re going to use their winning strategy to find small customer insights…
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The Quick-Start Guide to Defining Your Customer Success Structure
Whenever I speak to Customer Success leaders, the question that most frequently comes up is, “How should I structure my CS organization?" It’s a question that reflects two of the most common anxieties of being a CS leader: You feel like your team is engaged in “random acts of Customer Success” and you need a better process…
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Mastering Transition: A guide on the art of seamless transitions
Taking over a new account as an enterprise Customer Success Manager (CSM) can be a challenging endeavor, even for the most seasoned CSM. With new stakeholders (customers and internal), and a new customer landscape to learn, transition can be quite an overwhelming phase. While experience brings a wealth of knowledge, each…