AMA: RocketReach Senior Director, Customer Success & Sales, Wynne Brown on Customer Experience

Before you can worry about reducing TTV, you need to make sure you have clear definitions of what that value means. The sliding scale of standard to fully custom will de...

When we think about turning around at-risk Customers, the first step is to create categories that allow you to run plays against the risk. This seems obvious but often t...

The only constant is change and that should go for the customer journey as well. The assumption in this question is right: the customer journey should always be evolving...

You MUST have a Customer Success Platform. All customers want to have optimized onboarding, adoption and value delivery and even your enterprise customers want a lot of ...

There a few "plays" you should always be ready to run when you think about customer relationships:1) Change in champion: folks switch jobs. The loss of your champion can...

Having a Customer Success Platform (CSP) is crucial to be able to personalize the customer experience. You should not even attempt to personalize without a CSP that will...

In many ways, Customer Success is the hub of all activity in a company. Sales needs to know where they are winning or losing with the expectations they're setting; overs...

As you grow, the fear is that the quality of what you deliver will degrade. The question here is how to keep it consistent... but I pose that as your customer base grows...

There are two forums for showcasing and celebrating - most of you are thinking maybe there is just one? Case studies and panels, etc? I'm actually not going to talk abo...

The key to ensuring smooth customer onboarding are simple, powerful and sometimes hard to achieve:1) Setting clear expectations on the path with milestones and timelines,...