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Customer Success Maturity Model & Answers to 5 Questions
Written by Jeff Breunsbach Originally published May 18, 2021 Recently @Bora Lee and I joined forces to talk through our new Customer Success Maturity Model. We got more questions than we could answer in the webinar, so I’m answering some of them here. ChurnZero got the rest on their blog. After you read the model, I’m…
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How to Start and Stick to a Deep Work Routine
Deep work by Cal Newport is a masterpiece. If I could recommend one book, that's it. Most knowledge workers don't have a full hour to themselves. No wonder we all feel so overwhelmed and always behind. I adopted a consistent deep work practice about 3 years ago. Since then, I get much more done, I work less hours and I…
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Avoidable Mistakes in Customer Health Scoring
Customer Health Scoring: a topic hugely important to a mature Customer Success practice, and a topic as “bludgeoned to death” by public discourse as Pepsi vs. Coke. Don’t get me wrong: those resources expounding the importance of leveraging usage data and thoughtful color schemes are hugely valuable, but they only scratch…
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The Many Pieces and Parts of Customer Success Operations
It’s a commonly held concept that Customer Success Operations is Customer Success for the Customer Success team. I actually don’t personally love this analogy, but, like so many other aspects of CS, the definition of CS Ops is ever-evolving. In earlier stages of Customer Success Maturity, people tend to wear many hats, and…
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Make Customer Retention a No-Brainer
Why Your Customer Retention Strategy Matters Delivering great products is no longer sufficient to be an industry leader. Companies need a customer retention strategy that’s Thoughtful Customer-centric, and Consistent And sure, you need a great product. You need lead generation and sales. But if you can’t keep your…
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GGR Blog - By the Time You've Scored Customer Health, It's Too Late
The problem with health scores. In the CS world, we are ALL about health scoring. We invest in solutions to help us make it easier, more at-a-glance, less biased, and more accurate. But there is a fundamental problem with health scoring: it is entirely reactive. We are boiling everything we know about our customers into a…
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How to Predict Successful Onboarding
Author: Guy Galon Published: October 10, 2022 Onboarding is your opportunity as a CSM to make a memorable first impression that will help the customer understand your product and its value. The process is fully owned by the CS team and with that comes great responsibility. The impact of a well-executed onboarding on…
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How to Use Data to Supercharge Your Customer Journey
Author: Rachel Provan Published: 10/3/22 I have a confession to make: I used to hate data. I thought it was boring. I’m interested in people, in psychology. Pivoting tables? Not so much. But I’ve come around, and now I can admit it: Not only is data useful – it’s actually pretty cool. Once I understood how to use it…
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What I Learned From Pulse & SaaStr (and why you should go to a conference)
Author: Jan Young Date: September 26, 2022 Three years ago, I discovered the Customer Success community through Gain Grow Retain. Before that, I had always been active in industry vertical communities and associations. While I had been working in Customer Success for 10+ years, my roles didn’t have that title, and I just…
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3 Steps to Unlocking More Time in Your Day
I'm going to explain why you feel like there is never enough time in the day, and share some quick hacks to free up more of it. Time is the one thing they aren't making more of, and that's what makes it the most valuable resource on earth. Having good control on where your time goes unlocks a lot of benefits. For example:…