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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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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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Coaching Tips for Helping CSMs Move Beyond the Tactical

Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership. They often report that customers only want to speak about lacking […]

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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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Why Segmentation and Tiering Are Not the Same

I’m just going to come right out and say it. It might break some hearts, but it’s important to get this out there. Customer segmentation and tiering are not the same thing! If you’re sitting there thinking, “of course, I know that. Don’t be silly!” Then, I’m relieved. But I still see far too many […]

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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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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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