Peter’s Perspective: How CS Can Weather the Approaching Storm
Hurricanes have been prominent in the news recently here in North America. Overlapping over two weeks in September, we had Fiona and Ian. Two vast and destructive storms that caused an immense amount of physical, emotional, and financial pain over vast geographic areas. I came close to being in the bullseye of Hurricane Fiona during […]
read moreWhy Segmentation and Tiering Are Not the Same
I’m just going to come right out and say it. It might break some hearts, but it’s important to get this out there. Customer segmentation and tiering are not the same thing! If you’re sitting there thinking, “of course, I know that. Don’t be silly!” Then, I’m relieved. But I still see far too many […]
read moreWebinar Q&A Recap: Using Voice of the Customer to Increase Customer Retention
Speakers: Anita Toth, Chief Churn Crusher Anita Toth joined Marley Wagner for Customer Success Unlocked to dive into the many layers of a comprehensive Voice of the Customer program and answered some intriguing questions from the audience. Keep reading for the thoughtful answers Anita provided. Q&A Recap Q: How do you navigate participation bias […]
read moreNavigating Rough Waters: Actions for CS During Uncertain Times
It would be an incredible understatement to say that the last couple of years have been a bit bumpy for, well, just about every person and every business. Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. Now that we’re nearly 75% of the way through, […]
read moreRisky Business: Proactively Planning for Risk in Customer Success
Wouldn’t it be nice to have a superpower that allowed us to see into the future? We could prepare for the unexpected, saving time and money and preventing roadblocks from ever getting in the way of desired outcomes in the first place. It would be nice (although things might get a little boring). As far […]
read moreWebinar Q&A Recap: The Post-Sale Ecosystem
Speakers: Chris Singh, Chief Customer Officer, Blackbaud CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. With his wealth of knowledge and experience, Chris answered some engaging questions from the audience […]
read moreHow to Apply RA(S)CI Principles in Customer Success (and a FREE Template!)
If you’re wondering, “What the heck is RA(S)CI, and why should I care?” it’s okay! I’m here to help. And even if you’ve heard of it (or even used it) in the past, a refresher might come in handy. While it is a pretty common tool, not every team or company takes advantage of its […]
read moreThe Sales to CS Handoff and the Triangle of Trust
I spend a lot of time thinking about what makes exceptional stand out amidst a sea of great. What is it about those who cut through the noise? I find myself circling back to one aspect time and time again. Little moments. Small but impactful inflection points. Today, many companies have these planned touchpoints scattered […]
read more3 Steps to Getting Sales on Board with Your Customer Success Plan
Customer Success Plans are key to starting your customer relationships off on the right foot. CSMs use them to guide their first interactions with the customer, helping them clarify and set expectations, set up an action plan for moving forward, and establish critical milestones to work toward through the customer journey. They’re a great way […]
read moreChange Management in Customer Success: A Step-By-Step ADKAR Example
Customer Success is all about change. Changing processes. Changing systems. Changing the game. Yet, most CS professionals don’t take advantage of the benefits of extremely valuable change management principles. An entire philosophy dedicated to making change easier for people, and we’re not using it!? Change management in Customer Success means taking a proactive, forward-thinking approach […]
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