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What’s in a Name? The Many Uses of “CSP” in Customer Success

Let’s say you’re reading an article about Customer Success. (Not exactly a leap of imagination, is it? 😆). Then, without explanation, the author uses the acronym CSP. Without any other context, do you know what it stands for? In Customer Success, we do use a lot of three-letter acronyms, and they can get pretty confusing. […]

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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 […]

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How to Calculate a Customer Health Score

What if you could reliably predict a customer’s future behavior? (No, not a crystal ball.) A customer health score can help Customer Success teams do just that. It’s a way of evaluating a customer’s likelihood of churning, renewing, or expanding — helping CSMs identify and mitigate potential customer issues before they arise. But in order […]

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5 Things to Consider When Evaluating Your CS Tech Stack

It’s never too early to start building your CS tech stack. The earlier you start, the faster you’ll be able to create an effective, scalable, long-term Customer Success strategy. Getting an early start on building your CS tech stack also allows you to experiment with an array of different tools so that you can make […]

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The Purpose and Power of Customer Success Evangelism

As Customer Success professionals, we are often considered the “trusted advisors” to our customers. We are the face of the company to the customer and the face of the customer to our internal teams. We hold in high prestige the role of being the “go-to” for all things post-sale so we can maintain the relationship […]

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How Internal Engagement Can Promote Strong Customer Success

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. One critical relationship that tends to get pushed to the bottom of the priority list is CS leadership’s relationship with their own team. It’s easy […]

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The Customer Success Maturity Model Part 3: “Transform” Capabilities (Optimizing CS)

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. If you haven’t read parts one and two on the Build and Operationalize phases of […]

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The 4 Phases of Digital Customer Success

One of my biggest professional pet peeves is when people think that automation means eliminating personalization or human connection. Newsflash: if that’s happening with your automation, you’re doing it wrong. Whether we’re talking about attracting new customers or strengthening the bonds with your current customers, this (surprisingly common) misconception has got to go – especially […]

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Why Tech Touch Isn’t Only for Your Tail

Digital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. What a beautiful world that would be! But we live in reality, where time and resources are not, in […]

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In-App Engagement Software: Your Friendly Neighborhood CS Tool

Here’s a riddle for you. How many CSMs would it take to walk each and every one of your new customers through a detailed tutorial of your product, one-on-one? Now, how many would it take if you grow your customer base by 50%? 100%? While it may sound dramatic, it’s not a far-fetched scenario for […]

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