Written by Sheik Ayube It depends on whether you want it to last. Looking for an easy answer to a complex question is human nature. We all do it. Our brains are super computers biased toward finding the most efficient (and often easiest) solution. It’s our instinctive reflex when faced with the unknown because […]
READ MOREWritten by Peter Armaly (Director’s voice: Okay, you’ve practiced the mantra. I’ve heard you say it a hundred times now and I have to say it comes across in the spirit and the intonation of the Buddha himself. So, here’s the scene. When the curtain rises and the lights come up, you’re going to […]
READ MOREWritten by Peter Armaly A few years ago, I was thirty minutes away from delivering a presentation in front of an internal audience of senior leaders. My boss finally found a moment to review and critique the slide deck I sent to him a week before. His only words? “Don’t bury the lede” I wanted […]
READ MOREAs Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. From the beginning, we’ve been dedicated to helping businesses navigate this emerging discipline. What we’ve learned is that there is no one “right” way to do Customer Success. But there […]
READ MOREWritten by Peter Armaly “A painting to me is primarily a verb, not a noun, an event first and only secondarily an image.” – Elaine de Kooning, 1918-1989 I’ve never been completely comfortable with the mantra being repeated in some corners that companies can grow by focusing solely on their existing customers. It’s too simple […]
READ MOREIn the third annual report, your Customer Success friends at ESG and ChurnZero, alongside our sponsors Higher Logic Vanilla and involve.ai, once again set out to bring greater awareness, understanding, and support to the growing CS industry through research that provides an insider’s look at its evolving landscape. This year’s data reveals trends and common […]
READ MOREMuch like Customer Success itself, there are a few different definitions of Customer Success Operations floating around. Maybe they are the group that defines processes and metrics for CS leadership and CSMs. Or, perhaps it’s their responsibility to support other members of the CS function in any way they can. When organizations are early in […]
READ MOREWritten by Peter Armaly “Judge Taney can do many things but he cannot change the essential nature of things, making evil good and good evil.” – Frederick Douglass, American social reformer, abolitionist, orator, writer, and statesman The tech industry is experiencing the kind of turmoil it hasn’t seen in over 20 years, since the dot.com […]
READ MOREWritten by Peter Armaly Set aside your usual business perspective for a moment and come with me on a short ride of science. Everything in life is either matter or energy. All matter is composed of atoms that house protons, neutrons, and electrons. At the center of the atom is the nucleus, where the […]
READ MORECustomer 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 […]
READ MORECo-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 […]
READ MORECustomer 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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