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Back to the Basics: A Beginner’s Guide to Customer Success

Welcome to the Back to the Basics blog series, where we take a fresh look at Customer Success from the perspective of a newcomer. Whether you’re just starting out or looking to revisit the fundamentals, this series will guide you through the key concepts and serve as a reminder of why Customer Success is vital […]

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Why Partner Customer Success is a Win-Win

Partner Success, or Partner Customer Success (PCS) enables your channel partners to deliver on the promises of your product for your end-users. We know that Partner Success involves both making your channel partners successful and using CS principles to benefit your shared end users – Customer Success for partners and through partners. Partner Customer Success (PCS) […]

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Feeling Stuck? Maybe You Need a Shift in Perspective

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. Checking to see how the teams’ effort yesterday affected today’s retention rates, the number of customers whose health score were improved, customers lagging on adoption and TFV realization, and customers whose […]

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BIG RYG 2022: Key Takeaways

BIG RYG 2022 was a jam-packed two days of engaging sessions, new connections, and “aha” moments. I left Washington, DC thinking that the event was hugely successful at connecting the audience to the art of crafting Customer Success at scale, while pushing the limits of Customer Success leaders’ abilities to own reporting on revenue metrics […]

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The Dos and Don’ts of Killer Customer Surveys

Voice of the customer (VoC) initiatives have often been owned by Marketing in the past, but Customer Success is taking on more and more ownership in this space. Customer Success teams can (and should!) contribute to creating killer customer surveys no matter who owns the survey methodology in your organization. By following this list of […]

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