The Risks of Having Customer Success Report into Sales

BY Danielle Kucera ON May 25, 2015

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

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How To Quantify Customer Success

BY John Rode ON May 21, 2015

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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Checking Boxes for Apple Watches

BY Danielle Kucera ON May 19, 2015

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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Debunking Conventional Wisdom in Customer Success (and Dating)

BY Danielle Kucera ON May 12, 2015

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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When Kanye and Customer Success Meet at the Pyramids

BY Danielle Kucera ON May 05, 2015

 “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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