Webinar Q&A Recap: Demystifying Customer Success from the Board’s Eye View
Speaker: Joanel Bernardo, VP of Customer Success at Sunstone Partners In this month’s Customer Success Unlocked webinar, Joanel Bernardo joined Marley Wagner and Peter Armaly to share her insights and advice for leaders who sit at the apex of Customer Success and Private Equity. Check out the thoughtful questions from our audience below, along with […]
read moreWebinar Q&A Recap: You Already Have a Customer Community – Are You Cultivating It?
Speaker: Jay Nathan, Chief Customer Officer of Higher Logic & Co-Founder of Gain Grow Retain Having co-founded the massively popular CS community, Gain Grow Retain, and as Higher Logic’s Chief Customer Officer, Jay Nathan has a wealth of knowledge about Customer Communities and how to successfully launch (or revamp) them. We asked him to join […]
read moreJourney Mapping the ESG Way
Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. We’ve developed a unique approach for collaboratively mapping the customer journey to create a finished product that CS teams can immediately put to work to improve the customer experience. I want […]
read moreThe Future’s So Bright, We Gotta Wear Shades: Customer Success in 2022
What a year, what a year. After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry […]
read more4 Key Takeaways from BIG RYG Virtual 2021
Energized, inspired, exhausted (in a good way)! Churn Zero’s BIG RYG: Virtual made me feel all those things and much more! My favorite part of attending Customer Success conferences is knowing that I will walk away with a plethora of best practices and tangible solutions that can be implemented with my team immediately. That’s because […]
read moreHow to Calculate a Customer Health Score
What if you could reliably predict a customer’s future behavior? (No, not a crystal ball.) A customer health score can help Customer Success teams do just that. It’s a way of evaluating a customer’s likelihood of churning, renewing, or expanding — helping CSMs identify and mitigate potential customer issues before they arise. But in order […]
read more2021 Customer Success Leadership Study Results Reveal Resilience and Growing Influence
It’s here! The 2021 Customer Success Leadership Study is out! I don’t know about you, but I love data. Numbers are the best. Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing […]
read moreThe First 3 Things You Need to Start Your Customer Success Center of Excellence
While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). We believe that’s about to change. Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping […]
read more5 Things to Consider When Evaluating Your CS Tech Stack
It’s never too early to start building your CS tech stack. The earlier you start, the faster you’ll be able to create an effective, scalable, long-term Customer Success strategy. Getting an early start on building your CS tech stack also allows you to experiment with an array of different tools so that you can make […]
read moreThe Purpose and Power of Customer Success Evangelism
As Customer Success professionals, we are often considered the “trusted advisors” to our customers. We are the face of the company to the customer and the face of the customer to our internal teams. We hold in high prestige the role of being the “go-to” for all things post-sale so we can maintain the relationship […]
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