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Capacity Planning in Customer Success

As presenters at ChurnZero’s BIG RYG 2022, Jordan Olivero and I discussed segmentation, tiering, and capacity planning in our session: Financial Modeling for Customer Success: From the Top Down and Bottom Up. The question 100+ CS leaders showed up to answer was: “How do I cover my entire install base of customers in the most […]

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2022 Customer Success Leadership Study Signals Industry at a Turning Point

It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer […]

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The Many Pieces and Parts of Customer Success Operations

It’s a commonly held concept that Customer Success Operations is Customer Success for the Customer Success team. I actually don’t personally love this analogy, but, like so many other aspects of CS, the definition of CS Ops is ever-evolving. In earlier stages of Customer Success Maturity, people tend to wear many hats, and operations can […]

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Is a Pooled CSM Model Right for You?

When people talk about scaling Customer Success, they usually mean adding digital capabilities into the mix. While you probably know by now that I’m a huge fan of Digital Customer Success, I think it’s important to acknowledge that this is not the only path to optimizing engagement as your customer base grows. If we think […]

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Webinar Q&A Recap: The Economy & Customer Success – The Impact & What to Do About It

Speakers: Chris Hicken, CEO of ’nuffsaid, You Mon Tsang, CEO of ChurnZero, and Alex Raymond, CEO of Kapta We had the pleasure of hosting a CEO panel on Customer Success Unlocked to discuss the economy and what we in Customer Success can and should be doing about its impacts to the business world. Our panel’s […]

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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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Webinar Q&A Recap: Using Voice of the Customer to Increase Customer Retention

Speakers: Anita Toth, Chief Churn Crusher Anita Toth joined Marley Wagner for Customer Success Unlocked to dive into the many layers of a comprehensive Voice of the Customer program and answered some intriguing questions from the audience. Keep reading for the thoughtful answers Anita provided.     Q&A Recap Q: How do you navigate participation bias […]

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Webinar Q&A Recap: The Post-Sale Ecosystem

Speakers: Chris Singh, Chief Customer Officer, Blackbaud   CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. With his wealth of knowledge and experience, Chris answered some engaging questions from the audience […]

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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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