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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 Customer Success Manager 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 a […]

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10 Things to Remember When Making the Move from AMs to CSMs

The role of a Customer Success Manager (CSM) is consistently ranked as one of the fastest-growing jobs in the world. LinkedIn’s 2020 Emerging Jobs Report put Customer Success Specialist at number six in the U.S. with a 34% annual growth rate. At the same time, spending on XaaS continues to skyrocket. Gartner’s latest cloud forecast […]

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5 Critical Moments in Customer Relationships to Document in Customer Journey Maps

When you build a customer journey map, you’re focused on the customer’s experience from their perspective. You chart every interaction with your customer, everywhere you engage with them and everywhere they engage with your product. It’s easy to confuse this with a customer touchpoint map (also known as a service blueprint), where you look at […]

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Webinar Q&A Recap: What It Takes to Become a Customer-Led Growth Leader

Speaker: Chris Hicken, CEO & Co-Founder of Nuffsaid Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand! Chris Hicken, CEO and Co-Founder of Nuffsaid, and Marley Wagner, Vice President of Marketing & Digital Customer Success here at ESG, […]

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5 Models for Monetizing Customer Success

For some, monetizing Customer Success may feel like a long way off. Others are but a hop, skip, and a jump away. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. Because there is so much to […]

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Net Revenue Retention: The New King of CS Metrics

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Customer Success charters are expanding to cover more revenue-related activities, but CS leaders can do more to validate their […]

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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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5 Questions to Ask When Making the Choice – Customer Journey Map or Touchpoint Map?

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences. Customer Success leaders must understand the […]

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The Future’s So Bright, We Gotta Wear Shades: Customer Success in 2022

What a year, what a year. After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry […]

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A Day in the Life of a CSM

A day in the life of a CSM will look a little different depending on so many factors – the size of the company, the product or services they provide, the individual CSM’s book of business, how CS is structured within the business, their CS organization’s maturity level…I could go on and on. The job […]

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