Voice of the Team Category - Page 3 of 6

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Rants of a Customer Success Analyst: A Call in the Night – Empathy-Driven Action

The Reason The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already). It’s only been about six months since I graduated high school, so I still have at least six […]

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Rants of a Customer Success Analyst: Three Letter Acronyms – Metrics

The Reason This one is important—so important that I’m not going to try to hook you in by telling you a long, drawn-out story about the day I realized the impact a letter can have—how during an indoor drumline competition, I missed my cue to remove a letter velcroed to my black jumpsuit and played […]

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Rants of a Customer Success Analyst: Flipping the Spoon – Your Data

The Reason My wife and I have been married for almost seven years. We were the couple that got married fast and haven’t looked back for a second. She is my best friend and the only person who knows me completely and wholly. Of course, I loved her before we got married, but there was […]

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Rants of a Customer Success Analyst: CS Analysts – We Don’t Have to be Data Scientists

The Reason Beep. Beep. Beep. I stand in line at my local pet supply store, a box of dog biscuits in my left hand, my wife’s hand in my right. I can see the sun setting in a fusion of yellows, oranges, and blues just outside the sliding doors that a young woman just walked […]

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Peter’s Perspective: Why I moved to CSaaS

You know what I love about being part of the Customer Success movement? The tectonic forces that are constantly at play. Because it stands at the edge between customer and provider, it has no choice but to be nimble, deliberate, and anticipatory. And at that edge is where the action takes place, where those tectonic […]

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Rants of a Customer Success Analyst – The Why

The memory is vivid: a dark blue piece of construction paper, a fresh unused roll of tape in a handheld dispenser. I remember looking around and seeing my classmates using crayons, markers, and massive pencils to create their parent’s newest piece of fridge decor. Scissors were used by some, glue bottles and sticks by those […]

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My Journey Down the Yellow Brick Road of Customer Success

When I joined ESG last April, I thought I had a pretty good idea of what Customer Success was and how its concepts played a role in the world of business. But boy, was I in for a world of surprise when it comes to the breadth and depth of Customer Success as a discipline […]

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The 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 […]

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A Customer Success Guide for Teachers

I was a teacher for nine years. It’s what I had always wanted to be growing up and I never even considered anything else. I attended a university with a top education program and immersed myself in the path to becoming a teacher. After graduation, I got my first job teaching second grade and settled […]

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4 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 […]