Members-only Leadership & strategy Empower your employees by building a culture that values every customer interaction As a CS leader, there’s a responsibility to set the standard through your actions. Fundamentally, any big change needs to come from the top. To ensure each customer interaction counts and your whole company recognizes and values each customer interaction, this needs to come from the C-suite....
Members-only Customer success operations A strategic guide to monetizing customer success 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?...
Members-only Leadership & strategy Simplifying complex transformations We’ve all heard of change management, and we understand that at any given point in time, every organization is going through some sort of change. In this article, we'll take you through how to navigate change with a transformation philosophy....
Members-only Leadership & strategy 8 winning tips for stellar customer success leadership There's a colossal difference between leaders and managers. While managers are there to enforce processes, ensure compliance, and make sure people are hitting their KPIs, leaders work for their team...
Members-only Leadership & strategy An ex-sales perspective on creating a customer success team I consider myself a reformed salesperson. That’s not to disparage sales, but I always wanted a little bit more, so after nine years in sales, I made the leap into customer success (CS). Since then, I’ve had incredible opportunities to build CS teams from the ground up....
Members-only Leadership & strategy How customer success can steer the ship in an economic downturn If the turmoil and upheaval of the last two and a half years have made anything clear, it’s to expect the unexpected....
Members-only Courses Join the six-week CSC Leadership Accelerator in 2023 A six-week live and interactive program for leaders covering everything you need to be a customer success expert...
Members-only Leadership & strategy 5 steps to building a customer-centric culture When signing up for your SaaS product, your customers are making a long-term investment. You’re hoping they’re gonna stick with your product for months, and preferably even years....
Members-only Leadership & strategy How to lead a customer success team through a management transition While starting a new role is exciting and poses a fresh bank of possibilities, it’s not always an enviable position when you step into someone else’s shoes. This is especially true when you’ve got to build new relationships with your predecessor’s team....
Members-only Leadership & strategy Building a company culture that drives revenue growth September 2021 was marked by another of the Sales Enablement Collective's insight-driven Chief Revenue Officer Summits. The group had a fascinating, hour-long conversation on how positive company culture is at the heart of continuous, repeatable revenue growth in an organization....
Members-only Customer success jobs 6 reasons why clients don’t want to speak to their CSM Working with a client on a call is the main way for customer success managers (CSMs) to uncover value from their product or service and, as a result, maintain a high level of gross and net retention....
Members-only Leadership & strategy How to build a thought leadership strategy The term 'thought leadership' has been a bit of a buzzword over the past few years, but you might be surprised to know the phrase dates back as far as 1887 in a description of an American minister, Henry Ward Beecher....
Members-only Leadership & strategy Time management hacks for customer success professionals “Wow, can you believe we’re nearly in April already?” I’ll bet you a pretty penny you’ve either heard this phrase or said it yourself at some point recently. It’s no secret that time passes fast, and it can either be an ally to you or an adversary – depending on how it’s used....
Members-only Leadership & strategy How you're demotivating your team and how to stop Few things are as costly and disruptive as managers who kill motivation. It’s said that “people don’t leave jobs; they leave managers” and the stats back this up: 70% of an employee’s motivation is influenced by their manager, according to Gallup....
Members-only Leadership & strategy Ensuring better alignment with customer success My name is Michelle Wideman. Guess what? I think I have the best job in the world! That’s because I’m the Chief Customer Officer at Onna. Why’s it the best job in the world?...