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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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Peter’s Perspective: How CS Can Weather the Approaching Storm

Hurricanes have been prominent in the news recently here in North America. Overlapping over two weeks in September, we had Fiona and Ian. Two vast and destructive storms that caused an immense amount of physical, emotional, and financial pain over vast geographic areas. I came close to being in the bullseye of Hurricane Fiona during […]

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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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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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TSIA 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 […]

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Peter’s Perspective: Partners in the World of Customer Engagement

“Heaven and earth and all things change and transform into something new every day.” Guo Xiang, c. 300 That’s kind of complicated, right? That idea that everything is in a state of constant change? Ah, the joys of physics and metaphysics. Here is a shortlist of other things that are complicated. Three-dimensional chess A baseball […]

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Is a Partner Success Pilot Program for You?

Partner Success is still a relatively new concept in a fairly new industry. More and more, larger enterprises are taking a look at their successful CS efforts and wondering, “Can I apply this to my channel partner relationships?” The answer is yes! But just how to go about applying Customer Success best practices to Partner […]

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TSIA Interact Spring 2021: Key Takeaways

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. With so many impressive sessions and speakers, it was hard to choose […]

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Top 5 Tips for a Thriving Partner Success Program

Partner Success programs are relatively new to the Customer Success world. Software as a Service (SaaS) companies are big trendsetters in CS. Their subscription business model has taken root across a spectrum of services in our daily lives, and its popularity is only growing. Customer Success evolved out of the need for more dynamic, forward-thinking […]

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