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Rants of a Customer Success Analyst: The Chase is On!

The Reason I’m nine years old, sitting on the long bench in the back of the minivan my parents bought a year or two ago. My older and younger brothers are sitting in their own personal seats in the middle row, my mom in the front passenger seat, my dad’s driving. Why do I always […]

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Webinar Q&A Recap: You Already Have a Customer Community – Are You Cultivating It?

Speaker: Jay Nathan, Chief Customer Officer of Higher Logic & Co-Founder of Gain Grow Retain  Having co-founded the massively popular CS community, Gain Grow Retain, and as Higher Logic’s Chief Customer Officer, Jay Nathan has a wealth of knowledge about Customer Communities and how to successfully launch (or revamp) them. We asked him to join […]

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TSIA World Interact 2022: Key Takeaways

A collaboration piece with Peter Armaly, Nick Mitchell, and Sheik Ayube Justin Garlock Customer Success Analyst Peter Armaly VP of Customer Success Nick Mitchell Program Manager, Partner Success Sheik Ayube VP of Business Development   It’s easy to forget how many different types of shoes there are in the world: heels, wingtips, wedges, loafers, even […]

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Rants of a Customer Success Analyst: The Chase in Customer Success

The Reason It’s a normal day so far. Pre-pandemic when I went into an office every day. The commute this morning was long—typical combination of traffic and Cincinnati construction. I just got back from lunch with my friend and coworker Gary—double reward points day at our local sandwich shop somehow makes roast beef taste better. […]

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Peter’s Perspective: Partners in the World of Customer Engagement

“Heaven and earth and all things change and transform into something new every day.” Guo Xiang, c. 300 That’s kind of complicated, right? That idea that everything is in a state of constant change? Ah, the joys of physics and metaphysics. Here is a shortlist of other things that are complicated. Three-dimensional chess A baseball […]

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Rants of a Customer Success Analyst: Scenario Based NPS – Metrics Part 2

The Reason In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class. Despite my lack of strength or stamina, I always […]

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How to Maximize Your Team’s Time & Boost Efficiency with Standard Operating Procedures (SOPs)

The first thing that comes to mind when I think of Standard Operating Procedures (SOPs) is the old saying “don’t recreate the wheel.” SOPs help organizations document and stick to best practices for routine operations and are excellent resources for quickly and efficiently getting new employees up to speed. And my favorite part – they save everyone […]

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Rants of a Customer Success Analyst: A Call in the Night – Empathy-Driven Action

The Reason The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already). It’s only been about six months since I graduated high school, so I still have at least six […]

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Webinar Q&A Recap: How Healthy is Your Health Score?

Speakers: David Sakamoto, Vice President of Customer Success at GitLab and Neal McCoy, Vice President of Professional Services at BigCommerce Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. GitLab’s David Sakamoto and BigCommerce’s Neal McCoy joined us to share their respective journeys toward developing accurate, predictive customer health scores and […]

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Rants of a Customer Success Analyst: Three Letter Acronyms – Metrics

The Reason This one is important—so important that I’m not going to try to hook you in by telling you a long, drawn-out story about the day I realized the impact a letter can have—how during an indoor drumline competition, I missed my cue to remove a letter velcroed to my black jumpsuit and played […]

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