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Onboarding Stages... what happened to onboarding?
Originally posted: May 27, 2021 Author - Marcus Sparks Customer onboarding is hot! We all know that the first 90 days post-sale are critical to the customer experience. Recently, many bright minds have focused their attention on ideas, philosophies, process models, frameworks, and methodologies designed to define and…
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My 2021 Customer Success Resolutions
Author – Emily Garza 1/6/2021 January is the month for resolutions, but unfortunately 23% of people quit their resolution after just one week. I’m sharing these in the hopes that you can join me to continue to elevate the Customer Success profession as well as hold me accountable throughout the year. Customer Success…
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Top Five Metrics to Track on Your Customer Success Dashboard
Author – Alex Farmer 1/12/2021 Customer success leaders need to be more commercially literate. This has been a big talking point in the CS community for several years and I’m all for it. In fact, I ran a webinar on the topic in April, sponsored by the Customer Success Network (login required, sign up…
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Choosing a Customer Success Leader for the Short- and Long-Term
Author – Russell Bourne 3/11/2021 Does "slow and steady wins the race" apply to leadership? If you're a sports fan, surely you've seen a new coach come to a horrible team and turn them around instantly. Much of the time, the success flamed out as fast as it came. Meanwhile, if you look at organizations that enjoyed…
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4 Keys to a GREAT QBR
Author – Ashley Harpp 3/22/2021 Preparing for a business review can be stressful and overwhelming. This is true with low and high tough customers. If you haven’t had a conversation with a customer in months you might wonder where to start. Should I get deep in the weeds and discuss usage or should I talk about our latest…
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A Beginner's Guide: Tips and Advice for New CSMs
Author – Russell Bourne 3/24/2021 If you’re new to the Customer Success profession, or if you’re considering a move into it, this article is for you. The focus here is on individual contributors. Right off the bat, there are two major positives to draw on. First, the Customer Success community is incredibly…
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Monthly Coffee Chat with Ed Powers
Author – Ashley Harpp 3/31/2021 This month’s coffee chat features Ed Powers, a Customer Success Executive and Strategist. Ed is known for helping teams make breakthroughs in customer loyalty by addressing why customers leave—and why they stay. His approach combines neuroscience with data analytics and enterprise-wide…
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Increasing the Effectiveness of the Hiring Process
Author – Russell Bourne 4/7/2021 This week we’re pleased to have Swati Garg as our guest writer. Swati founded a recruiting firm that focuses on Customer Success hiring. If you’re a CS leader looking to hire CSMs, this article offers advice on how to ensure a great experience for your company, your interviewers, and your…
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Customer Feedback with Anita Toth: Collecting, Acting, Communicating
Author – Russell Bourne 4/21/2021 Anita Toth knows qualitative research, thanks to a distinguished academic career that eventually led her into helping SaaS companies crush churn. Recently I had the privilege of sitting down with her to talk about how to gather customer feedback, how to do something with it, and how to…
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4 Tips to Keep Customers Engaged
Author – Ashley Harpp 4/25/2021 If you have done Customer Success for any period of time, you have had the experience of a customer go silent. It’s happened to me for sure. You did everything right (as far as you could tell at least) but for some reason the customer is completely unresponsive. You could see that they…