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3 Customer Success Best Practices to Scale People & Automation

In a fast-paced, resource-strapped world, solving problems through automation is a no-brainer. Auto-delivering customer communications through technology can cost less and is often faster. Plus, hurried customers who just need answers love real-time, no hassle responses. What customers don’t love is never having the option of human engagement — even when they don’t realize they’re […]

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Lesson Learned: Spending 2 Days in the Mountains with 100 Customer Success Leaders

I recently spent a few days in the mountains of Utah with 100 CS leaders. I say ‘leaders,’ not because of the VP title they wore on a lanyard, but because everyone showed up – ready to learn, ready to engage and ready to lead. My goal of attending CS100 was simple. To leave this […]

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Bridging the Gap Between Education Services & Customer Success

Education is a key component of Customer Success. Without training, customers don’t utilize products or find value in solutions, which jeopardizes the opportunity for renewal and expansion. I bet you’re not surprised. In fact, I would venture to guess you’ve seen statistics like, “92% product renewal average for trained customers” and “135% increase in product […]

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Lessons on Customer Segmentation & Lobster Rolls

I traveled to Boston earlier this month for Customer SuccessCon East, along with our CEO Michael Harnum. It was a great opportunity to learn from some CS veterans, make new connections, and enjoy a killer lobster roll. There was a lot of buzz about a myriad of topics from CS operations to proving the value […]

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