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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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Navigating Rough Waters: Actions for CS During Uncertain Times

It would be an incredible understatement to say that the last couple of years have been a bit bumpy for, well, just about every person and every business. Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. Now that we’re nearly 75% of the way through, […]

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Risky Business: Proactively Planning for Risk in Customer Success

Wouldn’t it be nice to have a superpower that allowed us to see into the future? We could prepare for the unexpected, saving time and money and preventing roadblocks from ever getting in the way of desired outcomes in the first place. It would be nice (although things might get a little boring).   As far […]

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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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How to Apply RA(S)CI Principles in Customer Success (and a FREE Template!)

If you’re wondering, “What the heck is RA(S)CI, and why should I care?” it’s okay! I’m here to help. And even if you’ve heard of it (or even used it) in the past, a refresher might come in handy. While it is a pretty common tool, not every team or company takes advantage of its […]

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The Sales to CS Handoff and the Triangle of Trust

I spend a lot of time thinking about what makes exceptional stand out amidst a sea of great. What is it about those who cut through the noise? I find myself circling back to one aspect time and time again. Little moments. Small but impactful inflection points. Today, many companies have these planned touchpoints scattered […]

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3 Steps to Getting Sales on Board with Your Customer Success Plan

Customer Success Plans are key to starting your customer relationships off on the right foot. CSMs use them to guide their first interactions with the customer, helping them clarify and set expectations, set up an action plan for moving forward, and establish critical milestones to work toward through the customer journey. They’re a great way […]

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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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Webinar Q&A Recap: Partner Success: The New Frontier

Speakers: Star Hofer, Chief Customer Officer, Partnerstack, and Carlos Quezada, Head of Digital Services Strategy & Customer Success, Aruba   Companies large and small are recognizing the power of Partner Success to enable their channel partners in delivering a consistent customer experience to their shared end users, and it is quickly becoming the way of […]

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What’s in a Name? The Many Uses of “CSP” in Customer Success

Let’s say you’re reading an article about Customer Success. (Not exactly a leap of imagination, is it? 😆). Then, without explanation, the author uses the acronym CSP. Without any other context, do you know what it stands for? In Customer Success, we do use a lot of three-letter acronyms, and they can get pretty confusing. […]

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