> ## Content Index > Fetch the complete content index at: https://www.customersuccesscollective.com/llms.txt > Use this file to discover other available public pages before exploring further. # Your monthly CS highlights - URL: https://www.customersuccesscollective.com/cs-scoop-january-2022/ - Published: 2022-01-27T16:26:49.000Z - Updated: 2022-01-27T16:26:49.000Z - Description: Read about the landscape of customer success, challenges faced in modern times, and results on a recent customer success survey in this month's edition of CS Scoop. - Author: Customer Success Collective Welcome back! After what has felt like the longest month in existence, we’re thrilled to announce that January’s fiiiinallyover. That being said, we’ve been pretty productive on the ol’ content front here. We launched our survey to get your input on the best customer success software solutions out there. [**The Tools of Choice 2022**](https://www.customersuccesscollective.com/tools-of-choice-2022-survey/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) is our first report wholly dedicated to the software that drives customer success. We’re going to look at the platforms that not only make CSMs’ lives easier but power growth from within. Not only will this report give you insider industry knowledge, but it'll also analyze *how* and *why* CSMs are using these tools. [Have your say today](https://www.customersuccesscollective.com/tools-of-choice-2022-survey/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) But for now, sit tight and chow down on the following developments in customer success. 👋 - **[Grace](https://www.linkedin.com/in/g-g-grace-gupta/), Copywriter @ [Customer Success Collective](https://www.linkedin.com/company/customersuccesscollective)* --- ## [The State of Customer Retention 2022](https://www.customersuccesscollective.com/the-state-of-customer-retention-2022/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) [![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2022/01/giphy--5-.gif)](https://www.customersuccesscollective.com/the-state-of-customer-retention-2022/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) It’s a universal fact: retaining customers is much cheaper than acquiring new ones. Building meaningful customer relationships is a direct result of strong retention rates, to the benefit of your brand, reputation, and revenue. With this in mind, we decided to dig deeper into the landscape of customer retention, surveying SaaS superstars in all stages of their careers, all across the globe, to bring you our first report in collaboration with the **Future of SaaS.** [Retain your customers](https://www.customersuccesscollective.com/the-state-of-customer-retention-2022/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) --- ## [Customer retention tips for new Customer Success Managers](https://www.customersuccesscollective.com/customer-retention-tips-for-new-customer-success-managers/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) [![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2022/01/giphy--6-.gif)](https://www.customersuccesscollective.com/customer-retention-tips-for-new-customer-success-managers/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) When you’re starting out in customer success, it can feel like you’ve got a million ways to measure the overall health of your customers. So when tackling customer retention for the first time, we’ve tried to make things a bit easier for you. We asked a few CS trailblazers on our **[Ones to Watch in 2022](https://www.customersuccesscollective.com/ones-to-watch-in-2022/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022)** list for their invaluable insights, and three actionable pieces of advice to aid the all-important quest of retention. 🔥 [Learn the ropes](https://www.customersuccesscollective.com/customer-retention-tips-for-new-customer-success-managers/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) --- ## [The Southeast Asia customer success survey 2021](https://www.customersuccesscollective.com/the-southeast-asia-customer-success-survey-2021/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) [![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2022/01/giphy--7-.gif)](https://www.customersuccesscollective.com/the-southeast-asia-customer-success-survey-2021/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) Customer success is often said to be going through a golden age. All you have to do is look at Vista's acquisition of Gainsight for $1bn back in December 2020 to see proof of that. While the industry’s growth accelerates in the West, Southeast Asia (SEA) is on the cusp of witnessing this phenomenon as this cloud-based software gains widespread adoption. This poses a few unique challenges to customer success professionals in Southeast Asia, which this article analyzes and clarifies. [View the results](https://www.customersuccesscollective.com/the-southeast-asia-customer-success-survey-2021/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) --- ## [The changing face of customer success in modern times](https://www.customersuccesscollective.com/the-changing-face-of-customer-success-in-modern-times/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) [![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2022/01/giphy--8-.gif)](https://www.customersuccesscollective.com/the-changing-face-of-customer-success-in-modern-times/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) Customer success isn’t static, and nor should it be. Just like the world around us, the needs of our customers are changing constantly. Keeping up can be tricky, but fret not. In this article, Jeff Justice Williams, Sr. Executive of Enterprise Customer Success at Box, explores how customer success can evolve with the modern world. [I wanna know](https://www.customersuccesscollective.com/the-changing-face-of-customer-success-in-modern-times/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) --- # **[CS Connect](https://www.customersuccesscollective.com/cs-connect/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022)** We’ve kicked 2022 off to a sizzling start with two incredible episodes of our video series, CS Connect. Microsoft’s very own **Vish Walia** was joined by CS icons, **Michelle Wideman**, Chief Customer Officer at **Onna**, and **Brian Nicholls**, VP of Customer Success at **UserIQ**. Getting the perfect [balance between tech and human touch](https://www.customersuccesscollective.com/balance-between-tech-and-human-touch-during-onboarding/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) during the onboarding period is super important, but it can be a constant battle for customer success teams. How do you get it right? Vish and Brian Nicholls discuss why this is such a contested topic in the CS community. Michelle and Vish discuss a topic that is extremely significant to all aspects of CS. From onboarding and communication to product adoption and engagement; [the subject of internal alignment between sales and CS ](https://www.customersuccesscollective.com/better-together-sales-and-customer-success/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022)couldn't be more important. [Let's hear it](https://www.customersuccesscollective.com/cs-connect/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) --- [![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/10/cs-scoop-membership.png)](https://www.customersuccesscollective.com/membership/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) ## New this month Just because the holidays are over, doesn't mean gift-giving season is over - far from it! Our CSC membership plans have been seriously something this month, with an array of insightful articles and templates to sink your teeth into. ### Specialist content spotlight - [Rahul Gokhale](https://www.customersuccesscollective.com/adoption-and-change-management-in-customer-success/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022), Senior Customer Success Manager at Microsoft | **Adoption and change management in customer success** - [David Apple](https://www.customersuccesscollective.com/building-out-customer-success-and-sales-teams-from-the-ground-up/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022), Head of Customer Success at Notion | **Building out customer success and sales teams from the ground up** [Membership content | Customer Success CollectiveLearn first-hard from customer success leaders from companies like Typeform, LinkedIn, Intercom, HubSpot, and more, with exclusive, bi-weekly content updates.![](https://www.customersuccesscollective.com/favicon.ico)Customer Success CollectiveRahul Gokhale![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/06/CSC_meta_content.jpg)](https://www.customersuccesscollective.com/tag/membership-content/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) ### New templates - Customer churn survey [template](https://www.customersuccesscollective.com/templates-and-frameworks/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) - AARRR model [framework](https://www.customersuccesscollective.com/templates-and-frameworks/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) [Templates & frameworks | Customer Success CollectiveFrom strategy checklists to churn rate cheat sheets, customer feedback master lists to onboarding frameworks, your template & framework hub’s home to it all.![](https://www.customersuccesscollective.com/favicon.ico)Customer Success CollectiveCustomer Success Collective![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/06/CSC_meta_templates.jpg)](https://www.customersuccesscollective.com/templates-frameworks/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) [Become a member](https://www.customersuccesscollective.com/signup/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) --- ## Create and Contribute [Create & Contribute | Customer Success CollectiveWant to pop your content in front of 1,000s of your incredible customer success peers? Start building your personal brand? Prime yourself as an industry authority? Even just do your good deed for the day by imparting your wisdom with others?![](https://www.customersuccesscollective.com/favicon.ico)Customer Success CollectiveCustomer Success Collective![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/06/CSC_meta_contribute.jpg)](https://www.customersuccesscollective.com/create-contribute/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022) ## Partner with us [Partner with us | Customer Success CollectiveWant to put your product in front of 1,000s of uber enthusiastic customer success folks all over the world? Who wouldn’t. Come on in to check out your options.![](https://www.customersuccesscollective.com/favicon.ico)Customer Success CollectiveCustomer Success Collective![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2022/01/CSC-Meta---Template.jpg)](https://www.customersuccesscollective.com/partner-with-us/?utm%5Fsource=ghost&utm%5Fmedium=newsletter&utm%5Fcampaign=cs-scoop-january-2022)