Tushar Shah
Tushar Shah
August 04, 2015

Get Emotional About Customer Success

One of the most interesting issues in customer success today is to how to make your clients successful not only functionally, but emotionally.

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Danielle Kucera
Danielle Kucera
July 28, 2015

Prioritizing Problems in Customer Success

Here's a quick mental exercise.  

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Danielle Kucera
Danielle Kucera
July 23, 2015

Customer Success Users Are Hitting the Road

Hindsight is always 20/20.

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Danielle Kucera
Danielle Kucera
July 15, 2015

Why Customer Success Feels Overwhelmed

Last week, we published a report on the status of customer success teams and learned that many feel their normal state is similar to drinking through a fire hose. We've pulled out a few interesting statistics in an infographic below and asked our own Chief Customer Officer, Mike Saldi, what they mean – and why he thinks the only surprising thing about the number of teams firefighting is the fact that it's not higher.

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Danielle Kucera
Danielle Kucera
June 30, 2015

2015 Customer Success Priorities Report

Being a toddler profession, customer success grows out of its clothing fast. To keep a pulse on its current state, Preact and Service Excellence Partners conducted a survey.

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John Rode
John Rode
June 29, 2015

A Fresh Approach to Your Customer Success Plan [template]

Get your fresh, hot Customer Success Plan Template! A customer success strategy is only as good as your ability to implement it. That's where this customer success plan comes in. 14 slides in all, this easily customized PowerPoint template provides you with a framework for getting your CSM team focused and moving in the right direction.

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Danielle Kucera
Danielle Kucera
June 17, 2015

What Do I Do With My Long Tail?

A few years ago, Howard Schultz, the CEO of Starbucks, and Jack Dorsey, the founder of Square, had a vision for changing the interaction between cashier and customer inside stores.

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Danielle Kucera
Danielle Kucera
June 10, 2015

The Simplest QBR Template Ever

We recently wrote about high-level concepts that are great to know if you want to conduct an effective quarterly business review.  

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Danielle Kucera
Danielle Kucera
June 03, 2015

Art of the Quarterly Business Review

Most relationships grow through consistent, candid communication. That makes the quarterly business review – a customer meeting in which you go over your wins and losses in the last quarter, as well as the strategy for the next three months – a skill worth mastering.

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Danielle Kucera
Danielle Kucera
May 25, 2015

The Risks of Having Customer Success Report into Sales

One basic rule of being a journalist is to avoid conflicts of interest.

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