Three Trends in Customer Success & Three Expert Perspectives

There are two constants in Customer Success: meetings and email. Your day will always be full of them. There are ways to get out in front of a lot of the issues and time wasters that CS teams face but it’s not easy. Reducing the number of meetings you have and not responding to emails…

5 Tips to Improve Alignment Between Customer Success and Marketing

In my last post, I outlined the new alignment issue within modern B2B organizations: marketing vs the customer success team. It’s a real problem as it can result in a poor customer experience and organizational inefficiencies. I happen to have worked with companies that have done an exceptional job at bridging the gap between marketing…

Customer Success Managers as Customer Matchmakers

In the past when someone asked me what I did as a Customer Success Manager (CSM), I would give them a number of answers but one of them that sticks out for me is a “customer match maker”. This means that I would try to pair up one customer with another with the intent of…