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, […]
read moreRisky 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 […]
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 moreTSIA World Interact 2022: Key Takeaways
A collaboration piece with Peter Armaly, Nick Mitchell, and Sheik Ayube Justin Garlock Customer Success Analyst Peter Armaly VP of Customer Success Nick Mitchell Program Manager, Partner Success Sheik Ayube VP of Business Development It’s easy to forget how many different types of shoes there are in the world: heels, wingtips, wedges, loafers, even […]
read moreWebinar Q&A Recap: The Path to Advocacy at Scale
Speakers: Sara Bochino, Vice President of Customer Success at talech, Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso, Sr. Director of Customer Success Strategy at Convercent Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. We welcomed a panel of Customer Success experts to discuss the Path […]
read moreA Super Simple Way to Consolidate Customer Communications
I recently read a question posed on LinkedIn by Jeff Breunsbach, Director of Customer Experience at Higher Logic. He asked why building customer marketing programs is becoming harder by the minute. He correctly concluded that it’s because everyone (from your implementation team to Marketing, to Product, Support, and on and on) has something to say […]
read moreThe Dos and Don’ts of Killer Customer Surveys
Voice of the customer (VoC) initiatives have often been owned by Marketing in the past, but Customer Success is taking on more and more ownership in this space. Customer Success teams can (and should!) contribute to creating killer customer surveys no matter who owns the survey methodology in your organization. By following this list of […]
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 […]
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