With the growing need, our industry leaders have an incredible responsibility to determine what is next and shape the future of CS. So, here is my submission of Top Customer Success Leader Traits based on interactions with Leaders across industries and companies that have impressed and inspired me.
After having a blast with Successly's Co-Founder & President, Adam O'Donnell, talking about common themes about Customer Success that are holding CSMs back and I put together this infographic to go along with our interview.
With over 5500 jobs currently open in Customer Success, can you concisely define what it is? Are you confidently communicating the value of the role and importance of your team to get the backing of the initiatives and resources for your group?
With no single definition of Customer Success, my curiosity has led me to ask hundreds of CSMs about their roles and how they measure their success. This week's infographic focuses on some suggested starting points once you've defined your goals (the what) and the corresponding metrics (the how) for you and your teams.
Vendor-agnostic CustomerSuccessCon is a half-day engaging mix of industry overviews, case studies, and best practices. With an industry showing no signs of slowing and many organizations looking for the right resources for their teams, I've shared some of my takeaways from CSC West 2017.
Improperly executed, QBRs are stressful for CS teams and frustrate the customer. Skillfully planned and delivered with finesse, they become key milestones - strengthening your value and an appealing event to material influencers.
McKinsey's database of pre-IPO SaaS companies say gross churn (how effectively companies keep existing customers) is the most impactful metric. A nod to Halloween and the spookiness of churn in this week's post.