;

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 […]

read more
;

How to Maximize Your Team’s Time & Boost Efficiency with Standard Operating Procedures (SOPs)

The first thing that comes to mind when I think of Standard Operating Procedures (SOPs) is the old saying “don’t recreate the wheel.” SOPs help organizations document and stick to best practices for routine operations and are excellent resources for quickly and efficiently getting new employees up to speed. And my favorite part – they save everyone […]

read more
;

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 […]

read more
;

4 Key Takeaways from BIG RYG Virtual 2021

Energized, inspired, exhausted (in a good way)! Churn Zero’s BIG RYG: Virtual made me feel all those things and much more! My favorite part of attending Customer Success conferences is knowing that I will walk away with a plethora of best practices and tangible solutions that can be implemented with my team immediately. That’s because […]

read more
;

Customer Success Data & Analytics: Lessons Learned from Tennis

In between sets of a professional singles tennis match, a court maintenance crew comes out to tend to the needs of the court. Among the checklist of validations performed is measuring the height of the net in select and vulnerable locations. In addition, there are also sometimes vertical support poles that stand against the net […]

read more
;

TSIA Interact Spring 2021: 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 spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. With so many impressive sessions and speakers, it was hard to choose […]

read more
;

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 […]

read more
;

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 […]

read more
;

The Customer Success Maturity Model

Building a Customer Success Organization is no easy task. Let me rephrase. Building a proactive and predictive CS organization is no easy task. Make no mistake, there is big difference between adding CS to a company org chart vs. building a scalable operationalized practice. To accomplish this, here are just a few considerations to keep […]

read more
;

CSM Specialization: Balancing Relationships and Knowledge

While we may agree that it takes a certain set of characteristics that make an awesome CSM, your definition of the role of a Customer Success Manager (CSM) likely looks slightly different than the definition that your competitors, vendors, and customers use in their own businesses. The set of customers each CSM interacts with will […]

read more