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Defining and Applying Change Management in Customer Success

Customer Success often involves making changes. Changes to processes, changes to teams, changes to whole organizations. Change management is a critical skill for CS leaders, but it frequently gets overlooked in the face of all the other responsibilities demanding our time and attention. Adopting and implementing change management principles is vital to the success of […]

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Peter’s Perspective: Actually, It is Rocket Science

Co-authored by Peter Armaly & Nick Mitchell   Despite the everydayness of that famous cliché, a cliché so many of us are prone to utter almost mindlessly, developing and executing a strategy for growing an enduring business is very similar to rocket science. Let me explain by talking about rocketry. There are two standard methods […]

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What CS Leaders Should Know (But Their Teams Aren’t Telling Them)

Customer Success leaders are doing their best. They care, and they want to do right by their company and their team. That intention goes a long way! But let’s be honest – CS leaders are no different than any other leaders, in that they don’t always get it right. It’s just a fact of life […]

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Customer Success Definitions, Calculations, and Lingo…Oh My!

Customer Success has gone from a nice-to-have to a need-to-have in every SaaS company. As an industry, we’ve adopted a slew of terms, acronyms, and buzzwords over the years. And while the role of Customer Success teams may vary from company to company, the terms that we use as CS professionals generally remain the same. […]

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Executive Communication: A CS Leader’s Guide on Presenting to Personality Types

Co-authored by Anita Toth   Because Customer Success is such a new industry, most CS leaders don’t come from an executive background. They don’t have decades of experience selling their ideas up the chain. CS hasn’t been around that long! So, one issue we’ve seen come up over and over again is how unprepared CS […]

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Customer Journey Map or Touchpoint Map – What’s the Difference?

Customer journey maps and touchpoint maps (also known as service blueprints) are often conflated, but they are not the same thing. Though they are similar creations, they are actually two different ways of understanding the customer journey. One is a front-end map – the part the customer sees and experiences, ideally created from their point […]

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Is a Customer Success Center of Excellence Right for Your Organization?

As Customer Success organizations mature, leaders are recognizing the potential for amplifying the capabilities of CS across the entire business. After all, once you’ve built a strong foundation, chances are you’ve invested a great deal of time, money, and resources into growing your CS organization. Even if you’re just getting started, there are many advantages […]

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2021 Customer Success Leadership Study

Welcome to the 2021 Customer Success Leadership Study – brought to you by your Customer Success friends at ChurnZero, ESG, and Higher Logic. Now, we know you’re here for the good-looking charts and practical takeaways, so we’ll keep this intro short. After analyzing hundreds of survey responses and consulting our team of Customer Success experts […]

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Cooperation vs. Collaboration: Elevating the Relationship Between CSMs and Customers

Without the right tools and processes in place, Customer Success Managers (CSMs) can sometimes find themselves falling into the trap of playing a very reactive role…sort of like glorified tech support. CS leaders are always looking for better ways to ensure Customer Success plays a more dynamic role in meeting customers’ needs. Part of ensuring […]

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Inaugural Customer Success Leadership Study

Welcome to the Inaugural Customer Success Leadership Study – brought to you by your Customer Success friends at ChurnZero, ESG, and Higher Logic. Now, we know you’re here for the good-looking charts and practical takeaways, so we’ll keep this intro short. After analyzing hundreds of survey responses and consulting our team of Customer Success experts […]

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Customer Feedback Strategy in 4 Simple* Steps

Alright, you did it. You asked for feedback from your customers, so you can be done now, right?! WRONG! Asking for feedback and receiving those responses is just the beginning. In fact, it’s step one in the ACAF Customer Feedback Loop model. What, exactly, does ACAF stand for? Here are the deets: Ask for customer […]

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Monetizing Customer Success: What You Need to Know Before Taking the Plunge

The need for Customer Success is rapidly rising across diverse industries, company sizes, and business models. No longer relegated to Software as a Service (SaaS), companies are eager to dive headfirst into the many benefits of implementing their own CS program. But as you build or expand your CS capability, one of the first questions […]

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