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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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A Customer Success Guide for Teachers

I was a teacher for nine years. It’s what I had always wanted to be growing up and I never even considered anything else. I attended a university with a top education program and immersed myself in the path to becoming a teacher. After graduation, I got my first job teaching second grade and settled […]

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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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Why Success & Support Need Each Other (But Aren’t the Same)

Customer Success, Support…Support, Success…what is the difference? Both Success and Support share the same ultimate goal – to create the best customer experience (CX) possible – but they go about it in very different ways. Support is reactive whereas Success is proactive. You need both of these groups to kick things into high gear as […]

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The First 3 Things You Need to Start Your Customer Success Center of Excellence

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). We believe that’s about to change. Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping […]

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Customer Success and Product: The Ultimate Customer Feedback Loop

Customer Success is in the perfect position to gather customer feedback about your product. But, once they have it, what do they do with it? Is there a way for them to share feedback with your Product team? And, if CS does inform Product about a customer’s concerns or requests, does Product listen? Is there […]

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Providing Excellent CX While Working Remote

5 Tips to Make WFM = A+ CX It goes without saying that many changes have swept into our lives in the last year-and-a-half, and one of them is how we all view working from home. No longer an oddball perk, remote work has become the new normal as more employers embrace the cost savings, […]

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Life as a CSM, as Told by Memes

If you’re like me, you prefer to communicate via gif, meme, or emoji whenever possible. There truly isn’t a better way to capture a sentiment than a well-done, relatable meme. Of course, we’ve all seen sales and marketing memes galore, but just like everywhere else, Customer Success is taking over the meme space! As a […]

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Onboarding CSMs so They Can Make an Impact Faster

To the new CSM who has stumbled upon this post: Yes, you are HIRED! All the hours of tweaking your resume, practicing interview questions in the mirror, making sure your Zoom background had nothing awkward in it, and putting on a professional outfit in your own home has paid off. Now what? You have a […]

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Do I Really Need to Train & Certify My CSMs? (Spoiler Alert – YES!)

Ah, shoot, I put the answer right there in the headline. Do you really (really?!) need to train and certify your CSMs? Even though we’re not training providers, per se, our team gets this question all the time. In our sort of, but not really, humble opinion, yes, you really, really do. Why? Because there […]

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