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User Experience in Customer Success Platform Planning

Customer Success platforms are transforming the way internal and customer-facing teams work efficiently and produce exceptional customer experiences. If the time has come to introduce a Customer Success tool into your tech stack, taking an initial approach to understand the user experiences of your Customer Success team is critical. An internal discovery phase with CS […]

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7 New Year’s Resolutions for Customer Success

New Year’s Resolutions – either you love them or you hate them. But, if you’ve got a goal-setting mindset, they can be a useful tool. Whether you are one of those hit-the-gym, reorganize-your-life, use the New Year to envision a new you types, or simply the type to harness the calendar shift to plan ahead, […]

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Don’t be a Gas Station: Creating Emotional Loyalty in Customer Success

What’s the difference between emotional and behavioral loyalty? Let’s face it – customers are expensive to obtain. Enterprise accounts are even more expensive to win, and you’re almost always facing a competitive situation. What is a SaaS company to do when the competition is so fierce? The goal for Customer Success organizations is to develop […]

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Are You Ready for a CS Tool?

Technology can be an invaluable part of your customer engagement strategy. But. Yes, I said but. Without the proper foundational Customer Success elements in place, it becomes nearly impossible to utilize your chosen CS tool to its fullest potential. With the ever-growing number of CS tool providers and platforms, it’s easy to be dazzled by […]

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How to Prepare an Effective Quarterly Business Review

Capturing and reacting based on your customers’ expected business outcomes are integral part of Customer Success. Therefore, during a Quarterly Business Review (QBR), customers are asked what their desired business outcomes are. The focal point of the Quarterly Business Review, commonly known as a QBR, revolves around the business of your customers, on what can […]

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TSIA Interact: Key Takeaways

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led […]

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More Than Delight: Why Process & Data Matter in CS

“Have those reports on my desk by five!”…Not something we hear much anymore in the world of ever-advancing technology and automated process. Gone are the days of giving my colleagues hard-copy printouts of graphs and lines of numbers just to have to wait for three months for a person with an analytics degree to tell […]

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BIG RYG: Key Takeaways

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso, included in the list of impressive speakers! (If you missed her session on Operationalizing Iteration & Continuous Improvement for CS, you can watch it On-Demand here.) The day was […]

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Why CS & Sales Should be Friends, not Enemies

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Is some of that tension warranted? Absolutely. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios. But what […]

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The 4 ‘Marketing’ Metrics that Measure Customer Engagement

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ That would be a valid question. But the answer may not be what you think. It’s not about inter-departmental cooperation or collaboration, or even about learning from your peers. […]

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