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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John Rode
John Rode
May 21, 2015

How To Quantify Customer Success

Customer success is growing up quickly but it's clear many folks are still grappling with how to quantify the impact of customer success beyond churn rate. 

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Danielle Kucera
Danielle Kucera
May 19, 2015

Checking Boxes for Apple Watches

We're teaming up a third-party consulting firm – Service Excellence Partners – to do a bit of research on the customer success industry. Please take just a few minutes to complete the survey below, and share your priorities and pain points in customer success. Your responses are completely confidential. 

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Danielle Kucera
Danielle Kucera
May 12, 2015

Debunking Conventional Wisdom in Customer Success (and Dating)

In the U.S., we love getting behind a set of rules, no matter how arbitrary — juice cleanses (solid food: obviously a contaminant), going gluten free (even when there’s no sign of Celiac Disease), exercising 30 minutes a day (studies show short bursts of activity can provide similar benefits to this long-touted mantra).

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Danielle Kucera
Danielle Kucera
May 05, 2015

When Kanye and Customer Success Meet at the Pyramids

 “When I think of competition it’s like I try to create against the past. I think about Michelangelo and Picasso. You know, the Pyramids.” 

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