Establishing the Customer Success Function

This can vary wildly.AreasIt depends…CSM/Pooled CSMDigitalRenewalsSupportProfessional ServicesImplementationEducationOperations/strategyEnablementSo when you look at all ...

The future for customer success is incredibly bright! The role of CS is becoming increasingly important both for organisations and for customers. Customer retention and ...

I'd recommend starting with these key areas when creating a CS function: Defining customer success - what does successful use of your product or platform look like? When ...

This is a great and timely question, especially considering that most product/feature sets are evolving at an extremely rapid pace in a technology ecosystem becoming more...

Let's think bigger than just Sales here! Customer Success is the glue between all of the customer-impacting departments in your company (note: that's pretty much every de...

My journey was the other way around. I started at a company where CS was brand new, and then came to a company where CS was established. Looking back, here are some int...

A successful first 90 days breaks down to focus across three key areas: (1) Deep learning and curiosity around the product and the experience of the customer within that ...

Small Company CSGeneralist roles: CSMs handle everything from onboarding to renewals to supportDirect executive involvement: Founders/C-suite often engage with key custom...

Every company is on some form of journey. Whether you are at an early-stage start-up or have been around for decades, your team needs to understand how what they do daily...

Here's a framework you can use to help prioritize: Assess the current state of customer success: Before you can prioritize needs and deliverables, you need to assess the...

Before implementing a Customer Success platform, renewals, expansion, and customer health can be tracked manually using spreadsheets, CRM reports, and regular check-ins. ...

Sure thing! Start by deeply understanding the customer journey...Identify: identify gaps in onboarding, adoption, and renewals. Define: List out clear processes and playb...

Whenever there are customers you need to retain (psst... that's pretty early!). I've found that we in the industry are quite liberal in what we call Customer Success, pa...

When setting up Customer Success from scratch or the base, the focus is on foundations, processes, team culture, and hiring the right people, all while staying agile and ...

What a wonderful opportunity- to start a fresh org! I see the Customer Success org as playing a key linking role between departments in your company to bring continuity ...