Customer success operations

Whether you're building out your customer success team for the first time or looking to take an existing one to new heights, these strategies and principles will help guide you on your journey....

Customer success operations, otherwise known as CS Ops, is a new type of role we’re beginning to see crop up within customer success. Like any ordinary operations role, CS Ops functions within customer success to help it run smoothly....

Your customer success team is the beating heart of the customer experience, so building a high-performing customer success operation must be a top priority for any customer-centric organization....

The phrase “data is the new oil” becomes truer every day. Data is the lubricant that greases the wheels of the fourth industrial revolution we’re living through. In short, your company will be creating a hell of a lot of data points - if they’re not already....

A company's success hinges on the satisfaction and success of its customers. But what does it mean to monetize customer success operations? How can businesses focus on delivering genuine value to their clients, while also improving their bottom line?...

Challenging economic times really put pressure on teams to retain revenue. How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base?...

For all the discussions around CS best practices and how you ought to implement strategies to counteract churn, none of them matter without understanding how to properly structure a customer success team....

In this article, I’m going to go into detail looking at my customer success journey so far; the data points to track and the benefits of leveraging them in your CS operations; the building blocks of customer success systems and data; how to maximize data to drive further success for customers....