Your most important renewal of the year in Customer Success

I’m really exhausted. This year has easily been the most challenging time of my life handling everything that has been thrown at me. My team and I have accomplished so much this year yet I still have the biggest and most important renewal to close.

Does your Customer Success Team understand its WHAT?

Do Customer Success teams really need a mission? Your company also has a mission statement (or they should). Isn't that enough?

Storytelling: How Customer Success Can Gain Influence Within Your Organization

While data and customer feedback can provide insight and justification for the changes you want to achieve, your message may not be getting through. When making requests at the executive level, you can’t just persuade the mind, you also have to also convince the heart. One way to do this is through the power of stories.

Get Your Customers to Stop Ghosting You

“Why won’t they respond?”. You’re scratching your head as you try to understand why a customer has ghosted you.

2 Quarterly Business Review Myths that Customer Success Needs to Abandon

This post originally appeared on The Success League blog. As you're checking your calendar to start the day, you see there is a two hour block for "QBR Prep" at 10:00 am. The room suddenly feels a lot warmer and beads of sweat appear on your forehead. You think to yourself "did someone mess with...

The customer is always wronged

You've done this. You've launched a new part of the customer journey, a training course, an onboarding email series, a best practice document or maybe a revised QBR process and you didn't seek out any customer input. Admit it. You've done it. I know I've done it before. Guess what?  You have wronged the customer....

The importance of reflection in Customer Success and beyond

To quote Ferris Bueller, "Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it." Most of the leadership podcasts and articles I've looked at lately stress the need to reflect on what you've done and be very mindful about you are going to do. Setting aside...

5 Tips for Customer Success Teams: Turning New Customers into Advocates

You’ve just been told that your company has signed its most important client to date. There may be many things running through your head: When do they want to start? Did sales promise them something that’s not possible? How will I handle this on top of everything else? While you definitely need to dive into...