> ## 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. # Everything you missed in 2021 - URL: https://www.customersuccesscollective.com/everything-you-missed-2021/ - Published: 2021-12-16T14:22:15.000Z - Updated: 2021-12-16T16:21:37.000Z - Description: Everything you might have missed from us in 2021. - Author: Customer Success Collective What's a year it's been... Despite everything, **we haven't stopped** 💪 Events, webinars, guides, podcasts, interviews, reports, you name it - we've churned out top-quality content, all year round, **just for you**. ![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/12/giphy--12-.gif) As we head into the new year, let's take a look back at the best bits from 2021👇🏻 --- ![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/12/jan-mar-cs--1-.png) Following the explosive response to the Customer Success stage at the Future of SaaS Festival, the **Customer Success Collective** was founded with one mission: > To enable people in the customer success profession to provide nothing less than pocket aces performances. We kicked off in spectacular style, launching our very first virtual event, the **Customer Success Festival** \- over 3,000 of you joined us, showing how exciting it is to be part of this function. [Customer Success Festival, February 2021 | Customer Success CollectiveCatch up on every glorious second of the Customer Success Festival and soak up incredible insights from orgs like Slack, Intercom, McAfee, and more. Any time.![](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/2021/12/CSC_Festival_APAC_background.png)](https://www.customersuccesscollective.com/customer-success-festival-ondemand/) --- ![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/12/apr-jun-cs.png) As we entered Spring, our [membership plans](https://www.customersuccesscollective.com/signup/) began to blossom. ![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/12/giphy--13-.gif) CS leaders around the world were given unrestricted access to all the **templates, frameworks, presentations** and **content** they needed to nail their CS strategy and day-to-day. **Here's a quick snapshot of what we launched with:** ### Templates - A guide to churn reduction - Onboarding framework - Converting freemium users into paid users *([try this one](https://www.customersuccesscollective.com/converting-free-users-into-paid-users-template/))* - Customer retention survey [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/) ### Exclusive content - Who should own the revenue for existing customers? - Onboarding for retention and revenue - The value of CS in the COVID era - Driving customer lifetime value by focusing on outcome success - Driving adoption in a changing SaaS landscape - Customer success metrics that drive 95% retention [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 CollectiveBryant McCombs![](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/) [Become a member](https://www.customersuccesscollective.com/signup/?utm%5Fsource=ghost&utm%5Fmedium=email&utm%5Fcampaign=year-in-review-2021) --- ![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/12/giphy--14-.gif) **Said literally everyone.** So, we did. In June, the [Customer Success Festival](https://www.customersuccesscollective.com/customer-success-festival-june-2021/) returned. This time, boasting CS experts from **Slack, Monday.com, Amazon, GitLab** and more. [Customer Success Festival, June 2021Catch up on every presentation from June’s Customer Success Festival and learn from CS experts from leading organizations like Slack, monday.com, GitLab, and Amazon Web Services.![](https://www.customersuccesscollective.com/favicon.ico)Customer Success CollectiveGemma Davies![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/06/FoSaaS_Customer_Success_Background--1-.jpg)](https://www.customersuccesscollective.com/customer-success-festival-june-2021/) ### Best of the rest for Q2 - [Why are CSMs the best CEOs?](https://www.customersuccesscollective.com/why-are-customer-success-managers-the-best-ceos/) - [How to re-onboard customers lost to churn](https://www.customersuccesscollective.com/how-to-re-onboard-customers-lost-to-churn/) --- ![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/12/apr-jun-cs--1-.png) As Summer melted into Autumn, we showed no signs of slowing down. We launched [CS Build](https://www.customersuccesscollective.com/cs-build/) and [CS Connect](https://www.customersuccesscollective.com/cs-connect/). ### CS Build Your **go-to podcast** for sculpting a CS department, with deep dives into the fundamentals, best practices and going global. [CS BuildIf you’re sculpting out a new customer success department, then stop what you’re doing immediately – you’ve just found your go-to podcast. Each episode, we’ll take a deep dive into how you can build customer success from nothing into a fully established, customer-centric department.![](https://www.customersuccesscollective.com/favicon.ico)Customer Success CollectiveGrace Gupta![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/08/CS_Build_Podcast_Meta--1-.jpg)](https://www.customersuccesscollective.com/cs-build/) Some of our favourites: - [Global CS teams with Jeff Justice Williams](https://www.customersuccesscollective.com/cs-build/?wchannelid=h7ytnejk1v&wmediaid=hw0zlrq4l8) - [Fundamentals of establishing a CS org with Laura Lakhwara](https://www.customersuccesscollective.com/cs-build/?wchannelid=h7ytnejk1v&wmediaid=avirsjzipq) ### CS Connect Legions of CS experts discuss **actionable advice**, **driving revenue** and top tips for **heightened customer experiences** in our video series with Vish Walia. [CS ConnectWith a new guest and topic each episode, you’d be mad to not tune into our brand-new customer success video series, hosted by Microsoft’s very own Customer Success Evangelist, Vish Walia.![](https://www.customersuccesscollective.com/favicon.ico)Customer Success CollectiveGrace Gupta![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/07/CS_Connect_meta.jpg)](https://www.customersuccesscollective.com/cs-connect/) Our top picks: - [From IC to management: a CSM’s transition with Josh Zamora](https://www.customersuccesscollective.com/cs-connect/?wchannelid=n4zj981kds&wmediaid=ft5x7sledq) - [Building CS teams with Mark Higginson](https://www.customersuccesscollective.com/cs-connect/?wchannelid=n4zj981kds&wmediaid=rd0e8ur0bz) ### Best of the rest for Q3 - [Why you should align your customer success, marketing and sales teams](https://www.customersuccesscollective.com/align-customer-success-marketing-sales-teams/) - [Why should customer success be represented at C-Suite level?](https://www.customersuccesscollective.com/why-should-customer-success-be-represented-at-c-suite-level/) - [The ultimate guide to Customer Success Operations](https://www.customersuccesscollective.com/customer-success-operations/) --- ![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/12/months-cs.png) Rounding off the year in style, for *one more time*, we brought back the **Customer Success Festival,** *AND* hosted the **first instalment in APAC**. ![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/12/giphy--15-.gif) - [Customer Success Festival Vol. 3](https://www.customersuccesscollective.com/customer-success-festival-october-2021/) - [Customer Success Festival APAC](https://www.customersuccesscollective.com/customer-success-festival-apac-2021/) We also published our first industry report: **The State of Customer Success.** [The State of Customer Success 2021The time has come and your patience can finally be rewarded. Without further ado, here it is: the State of Customer Success 2021.![](https://www.customersuccesscollective.com/favicon.ico)Customer Success CollectiveGrace Gupta![](https://storage.ghost.io/c/6f/66/6f66cab9-7939-4355-91c0-409dddffd4d9/content/images/2021/09/CSC_meta_customer_SoCS_2021-1.jpg)](https://www.customersuccesscollective.com/the-state-of-customer-success-2021/) In the report: - Discover what CS professionals *really* do - Understand **where CS sits** within organizations - Find out how CS experts have got to where they are - Hear **our predictions for the future** of CS ### Best of the rest for Q4 - [What makes a good Customer Success Manager great?](https://www.customersuccesscollective.com/what-makes-a-good-customer-success-manager-great/) - [5 simple strategies to drive customer retention](https://www.customersuccesscollective.com/5-simple-strategies-to-drive-customer-retention/) --- As we said at the start, *what a year it's been.* We've done a ****lot**, and we can't wait to do it all over again next year. Want to start off 2022 in the right way? [Become a member](https://www.customersuccesscollective.com/signup/) and get stuck into all this good stuff: ****📝 30\+** customizable templates & frameworks 📰 Exclusive membership articles from **Zoom, Intercom** & more. 📺 Members-only ****video** content ****🎟 Access All Areas** to virtual events at no charge ****💰 10% discount** on conference tickets 🔒 Early access to ****new** ****products** ****&** ****reports** [Become a member](https://www.customersuccesscollective.com/signup/) Until next year...