So, You Want to Write a Case Study?
You did it! You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) and documented. Documenting these success stories can be done in several different […]read more
Why and How to Use Project Charters in Customer Success (+ a FREE template!)
It’s too easy to get lost in the details of a project when we’ve always got so much on our plates. And with so many goals and objectives to achieve, it can be hard to focus on the specifics of the one right in front of you. We know this can be especially true for […]read more
The Role of Human Capital Management in Customer Success
An Interview with Maranda Dziekonski, SVP of Customer Success and People at Swiftly Human capital management (HCM) in Customer Success can mean slightly different things to different organizations, but it all boils down to making your employees successful so they can make your customers successful. As one of the 17 capabilities of the ESG Customer […]read more
Is a Partner Success Pilot Program for You?
Partner Success is still a relatively new concept in a fairly new industry. More and more, larger enterprises are taking a look at their successful CS efforts and wondering, “Can I apply this to my channel partner relationships?” The answer is yes! But just how to go about applying Customer Success best practices to Partner […]read more
Customer Success Plans That Rock!
Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. It’s the chocolate in their cake. Or whatever flavor of cake you like best. My amazing metaphors aside, Customer Success Plans are essentially the “what” and […]read more
7 Customer Success Webinars to Watch
Webinars are a wonderful way to learn something new, get questions answered, and maybe even make a few connections. 2020 proved that virtual learning can be a great alternative to being somewhere in person, and there’s no shortage of excellent virtual conferences, discussions, and gatherings to spark anyone’s interest. Customer Success webinars are no exception. […]read more
TSIA Interact Spring 2021: 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 spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. With so many impressive sessions and speakers, it was hard to choose […]read more
In-App Engagement Software: Your Friendly Neighborhood CS Tool
Here’s a riddle for you. How many CSMs would it take to walk each and every one of your new customers through a detailed tutorial of your product, one-on-one? Now, how many would it take if you grow your customer base by 50%? 100%? While it may sound dramatic, it’s not a far-fetched scenario for […]read more
7 New Year’s Resolutions for Customer Success
New Year’s Resolutions – either you love them or you hate them. But, if you’ve got a goal-setting mindset, they can be a useful tool. Whether you are one of those hit-the-gym, reorganize-your-life, use the New Year to envision a new you types, or simply the type to harness the calendar shift to plan ahead, […]read more
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 […]read more