Customer Success 101

New to Customer Success? Learn best practices to scale Customer Success at your Organization.

  • The Cycle of Success: a Blueprint for Customer Success Teams

    The Cycle of Success: a Blueprint for Customer Success Teams

    After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. I’ve created a comprehensive yet simple approach.

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  • How Customer Success Gets You to Product/Market Fit

    How Customer Success Gets You to Product/Market Fit

    There are three core advantages to implementing a Customer Success team early on to help you reach Product/Market Fit and get into a successful scaling phase.

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  • How Would You Die On Game Of Thrones?

    How Would You Die On Game Of Thrones?

    While it appears that all men must die on Game of Thrones, not all customers must churn. The battle against churn is not easily won, but Customer Success Managers are constantly arming themselves.

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  • What You Should Learn From a Breakup

    What You Should Learn From a Breakup

    When you go through a breakup, you should take the time to reflect and learn. Churn can, in fact, be your ultimate churn mitigation tool. Turn that lagging data into leading indicators.

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  • The 4 Traits of a Great Customer Success Mindset

    The 4 Traits of a Great Customer Success Mindset

    What’s the secret to great customer success? It starts with great customers – the ones that realize true value from your solution, provide invaluable product feedback and are the most vocal advocates.

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  • Why Your Customer Health Score is Probably Useless

    Why Your Customer Health Score is Probably Useless

    Most Customer Success organizations are missing a important dimension when segmenting their customers: the maturity of the customer, which we call the Customer Maturity Index (CMI).

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  • Are Playbooks The Key to Customer Success?

    Are Playbooks The Key to Customer Success?

    Playbooks are a CSM’s best friends. When leveraged properly, playbooks allow CSMs to spend less time planning and worrying, and more time actually getting stuff done. Are Playbooks the key to success?

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  • Running Your Customer Success Org at Peak Efficiency

    Running Your Customer Success Org at Peak Efficiency

    There are many things that you can do to help your Customer Operations Organization run at peak efficiencies. Below are three simple steps to get you started down the journey of operationalizing.

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  • A Recipe for Customer Health Scoring

    A Recipe for Customer Health Scoring

    In Customer Success, setting trap wires to notify you when your customer isn’t doing so well can save you lots of time, and lots of pain. Your early warning system should reflect what matters to you.

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  • [INFOGRAPHIC] 10 Tips For Customer Success Automation

    [INFOGRAPHIC] 10 Tips For Customer Success Automation

    Automation empowers Customer Success Managers to do what they’re good at, so here are 10 quick tips to get started with Customer Success automation for data, processes, and customer journey tracking.

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  • Segmenting Your Customer Base to Scale

    Segmenting Your Customer Base to Scale

    To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model.

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  • Customer Success in the Business-to-Government Sector

    Customer Success in the Business-to-Government Sector

    There is an even smaller, third group of customer success managers and professionals and their numbers will grow as time goes by – those who work in the business-to-government sector, or B2G.

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  • 5 Powerful Videos That Spotlight Customer Advocacy

    5 Powerful Videos That Spotlight Customer Advocacy

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  • In Customer Success, Is Bragging Such a Bad Thing?

    In Customer Success, Is Bragging Such a Bad Thing?

    Fundamentally, it isn’t about you at all. When demonstrating the value you are creating for your customer, make sure that the entire goal is to move them forward, towards even greater success.

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  • 3 Ways To Become More Proactive Today

    3 Ways To Become More Proactive Today

    To be a proactive Customer Success Manager, always be looking for moments where you can take today’s reactive problem and turn it into tomorrow’s proactive moment.

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  • This Is Why Beyoncé Is The World's Best Customer Success Manager

    This Is Why Beyoncé Is The World's Best Customer Success Manager

    In a recent conversation with a colleague, I asked for his definition of customer success. His response left me speechless. “I’m on Team Beyoncé.”

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  • No One Expects the Customer Success Inquisition

    No One Expects the Customer Success Inquisition

    When dealing with Customer Success, be inquisitive and willing to ask what may seem like obvious questions. Get other teams involved, and help your customers move forward with your product.

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  • Static vs. Dynamic Segmentation Models for Customer Success

    Static vs. Dynamic Segmentation Models for Customer Success

    Paired with well-defined high-touch and low-touch engagement models, a reliable account segmentation model allows Customer Success Managers’ time and attention to be where it needs to be.

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  • Putting Customer Pain Points at the Centre of Your New Product

    Putting Customer Pain Points at the Centre of Your New Product

    Every marketplace has its gaps or customer pain points. Any new entrant to a market will have to scour the market for existing gaps and attempt to fill them with their business.

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  • 4 Onboarding Mistakes & How to Avoid Them

    4 Onboarding Mistakes & How to Avoid Them

    When implemented correctly, onboarding sets your customers up for success. Check out these 4 common onboarding mistakes and learn how to avoid them for Customer Success and higher retention.

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