Leadership & strategy

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....

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?...

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....

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...

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....

If the turmoil and upheaval of the last two and a half years have made anything clear, it’s to expect the unexpected....

A six-week live and interactive program for leaders covering everything you need to be a customer success expert...

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....

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....

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....

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....

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....

“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....

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....

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?...