Members-only Driving revenue The key to driving revenue and growth? Collaboration Customer Success Managers are a company's soldiers on the frontline of customer interactions. It'll come as no surprise that having this unique ear to the ground makes them ideally positioned to identify areas for driving revenue and expanding accounts....
Members-only Customer experience How to plan awesome strategies using customer experience research I've come to realize that the bedrock of any transformative strategy is deeply embedded in the rich soil of customer experience research. It's a realm where data and human experiences converge and, when harnessed, can unlock untold potential for innovation and growth....
Members-only Customer success careers 19 interview questions to ask Head of Customer Success candidates Hiring the right Head of Customer Success? Well, that’s crucial for any organization looking to enhance customer satisfaction, reduce churn, and drive growth. This guide presents 19 key interview questions designed to assess candidates for this vital role. Each question is accompanied by:...
Members-only Chief Customer Officer Should Chief Customer Officers own revenue? From the early days of SaaS to the post-pandemic world, the landscape of customer relationships has dramatically shifted. That’s really what this article is about; I want to share my personal journey and make a case for why Chief Customer Officers (CCOs) should own revenue....
Members-only Customer retention Customer retention vs. acquisition: What's the best method? The age-old debate of customer retention versus acquisition remains a pivotal discussion point for marketers, entrepreneurs, and executives. Both strategies are crucial for growth, but determining which should be prioritized can significantly impact a company's success....
Members-only Customer success careers 25 Customer Success Manager job interview questions If you're preparing for a Customer Success Manager (CSM) interview – whether you're an applicant or a hiring manager – this comprehensive guide will provide valuable insights into the key questions you might encounter or should ask....
Members-only Customer feedback How to turn “boring” customer surveys into your feedback secret weapon Like all data collection about people, surveys are a tool that can be misused – and boy, do we know the eye-rolls they can induce! When done right, surveys can be your secret weapon. This article will divulge seven proven strategies to make your surveys truly worthwhile....
Members-only Customer success operations How to break into a customer success operations job It’s not easy starting out in a new role, especially if that role is already a subsect of a relatively new field like customer success, like CS Ops. For those looking to transition into this field, understanding the unique challenges and opportunities it presents is critical....
Members-only Leadership & strategy Why great leaders should fuel culture to foster inclusivity and inspire action Too often, culture is seen as fluffy or secondary to tangible business goals. But the reality is, culture should never be an add-on – it must be an integral part of how we lead our teams....
Members-only Leadership & strategy How to align customer success with go-to-market to increase adoption Do you ever wonder how the intricate elements of customer success impact your go-to-market (GTM) strategy? Understanding this relationship is crucial for businesses aiming to enhance customer engagement and drive growth....
Members-only Articles The importance of building a creative culture as a CMO In this article, I’m going over the best insights from my interviews with CMOs and marketing leaders on creative cultures, along with some findings from my own research....
Members-only Articles What are the best practices and challenges when hiring internally for developer marketing roles? Hiring a developer marketer or advertising for DevRel jobs? Take a look at the best practices you should follow and the challenges in your way....
Members-only Articles Examine the difference between strategic and tactical marketing In the dynamic landscape of marketing, two essential components play a critical role in achieving business objectives: strategic marketing and tactical marketing. This article aims to examine and highlight the key differences....
Members-only Articles The best competitive strategy for each stage in the business lifecycle We take a look at the best competitive strategies for businesses in the startup, growth, or maturity phases of the company lifecycle....
Members-only Articles What is burnout and how you can prevent it Explore a comprehensive guide tailored for senior leaders, offering insights into recognizing and combating burnout. This article delves into the nature of burnout, its symptoms and causes, risk factors, and strategies for prevention and mitigation....