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Change Management in Customer Success: A Step-By-Step ADKAR Example

Customer Success is all about change. Changing processes. Changing systems. Changing the game. Yet, most CS professionals don’t take advantage of the benefits of extremely valuable change management principles. An entire philosophy dedicated to making change easier for people, and we’re not using it!? Change management in Customer Success means taking a proactive, forward-thinking approach […]

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6 Guiding Principles for Conducting a Killer Executive Business Review (EBR)

At a certain point, you’ve onboarded your customer, they’re up and running, and they’re using your product regularly. It’s time to sit back, relax, and pat yourself on the back for a job well done. LOL. In your dreams! Of course, as your customers move through the many phases of the customer journey, Customer Success […]

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8 Keys to Preparing CSMs for Challenging Customer Conversations

Customers find their way into companies through various channels at different times. Their experience with your company and distinct use of products and services will always be unique. Companies tend to approach all customers with “one size fits all” processes and understanding. Instead, I recommend meeting customers as they are, instead of how we would […]

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Webinar Q&A Recap: Partner Success: The New Frontier

Speakers: Star Hofer, Chief Customer Officer, Partnerstack, and Carlos Quezada, Head of Digital Services Strategy & Customer Success, Aruba   Companies large and small are recognizing the power of Partner Success to enable their channel partners in delivering a consistent customer experience to their shared end users, and it is quickly becoming the way of […]

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What’s in a Name? The Many Uses of “CSP” in Customer Success

Let’s say you’re reading an article about Customer Success. (Not exactly a leap of imagination, is it? 😆). Then, without explanation, the author uses the acronym CSP. Without any other context, do you know what it stands for? In Customer Success, we do use a lot of three-letter acronyms, and they can get pretty confusing. […]

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5 Key Takeaways from The Customer Conference Europe 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all I […]

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Rants of a Customer Success Analyst: That’s a Wrap…. For Now

Welcome to the end. The last three months have passed by so quickly and we’ve covered a lot in this series— The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. How to start small with […]

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Rants of a Customer Success Analyst: Bungee Jumping and the Adoption Leap

The Reason   The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose. My wife, Jenny, and I take our first step onto the bridge and start the trek to the middle; I can see off in the distance where they’ve set […]

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Webinar Q&A Recap: Demystifying Customer Success from the Board’s Eye View

Speaker: Joanel Bernardo, VP of Customer Success at Sunstone Partners In this month’s Customer Success Unlocked webinar, Joanel Bernardo joined Marley Wagner and Peter Armaly to share her insights and advice for leaders who sit at the apex of Customer Success and Private Equity.   Check out the thoughtful questions from our audience below, along with […]

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How Employee Success Leads to Customer Success: An Interview with ESG CEO Michael Harnum

I’ve talked before about how internal engagement can help promote strong Customer Success. Here at ESG, we believe that employee success is not only helpful to a healthy and thriving Customer Success organization, it’s fundamental. Since the pandemic, employee satisfaction and retention are major focal points for businesses across the board. We expect to see […]

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