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TSIA Interact: Key Takeaways

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led […]

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BIG RYG: Key Takeaways

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso, included in the list of impressive speakers! (If you missed her session on Operationalizing Iteration & Continuous Improvement for CS, you can watch it On-Demand here.) The day was […]

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The 4 ‘Marketing’ Metrics that Measure Customer Engagement

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ That would be a valid question. But the answer may not be what you think. It’s not about inter-departmental cooperation or collaboration, or even about learning from your peers. […]

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Top 5 Dos and Don’ts of Digital Customer Success

Implementing Digital Customer Success strategies is a new frontier for many CS organizations. Without automation, scaling Customer Success becomes extremely difficult, if not impossible. Very few (and I mean very few) companies excel in this area today, but it’s quickly becoming a must-have. So, as you begin to expand your digital capabilities and build out […]

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Building Blocks of Partner Success: For Partners vs. Through Partners

As companies perfect their Customer Success strategies, they look ahead to the next phase of scaling CS – Partner Success programs. According to TSIA, 70-80% of all technology is sold through the channel. How does CS factor into that huge percentage? You didn’t pour your blood, sweat, and tears into building a robust, proactive Customer […]

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The Future of Customer Success: Talking 2020 and Beyond with ESG CEO Michael Harnum

We all know that 2020 has been quite the year. Certainly, it hasn’t been what many of us were expecting from the beginning of a new decade, but it’s a milestone year nonetheless. So, while none of us have a crystal ball to tell us what will happen next (if only!), I wanted to take […]

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Top 3 Dos and Don’ts of Monetizing Customer Success

Hot! Hot! Hot! These days, the hottest topic in Customer Success is the big “M” word – Monetization. But how do you go about monetizing Customer Success? Many companies are taking a learn as they go approach, testing the waters of charging customers for CS resources a little bit here, a little bit over there. […]

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How Well Do You Understand Your Customers’ Health?

What do you know about your customers’ health? I don’t mean if they’ve been to the doctor lately, though it’s always nice to ask how they’re doing. I’m talking about understanding your customers adoption of, and reliance on, your product. Healthy customers are enthusiastic users who value your company, have incorporated your product into their […]

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Not Just for Startups: Test and Refine CS Strategy with an Incubation Model

Startup incubators are well-known programs that allow entrepreneurs to test out their new business ideas. They usually offer support like office space and mentors so the idea can be tried out and improved upon in a nurturing environment. Building or expanding a Customer Success organization can be surprisingly similar to developing a startup. The most […]

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Empathy Now Leads to Loyalty Later

I know, I know, you’re sick of reading articles about Coronavirus, how to respond to it, and what happens after it. But let’s face it, whether we like it or not, that is our current reality. And might be reality for…well…awhile. And when this crazy, unprecedented time is all over, I hope that the pieces […]

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