Members-only CS strategy Build an 11 out of 10 customer success team How do you continue to improve your practices, team members, and strategies without losing steam? Mark Higginson, EVP, Customer Success at SixFifty sits down to discuss how to build your team to a phenomenal 11/10....
Members-only Customer engagement Customer offboarding template A structured framework designed to help end client relationships professionally and positively....
Members-only Customer support Customer Experience & Support Summit | San Francisco 2024 Catch up on sessions all things CX and support from the likes of Siemens, PAR Technology, DevRev and more....
Members-only Customer support Customer Experience & Support Summit | San Francisco 2024 Catch up on sessions all things CX and support from the likes of Siemens, PAR Technology, DevRev and more....
Members-only CS careers The customer success manager’s guide to mergers and acquisitions The structural change of mergers and acquisitions is felt keenly by CSMs. As customer-facing professionals, they're weathering the storm from both angles; they're employees but also the trusted advisors who customers turn to....
Members-only Onboarding Fix the balance between tech vs. human during onboarding How do you balance the tech and human parts of onboarding to make sure customers feel truly valued? Brian Nicholls, ex-Vice President of Customer Success and Revenue Operations at RoadSync knows all about managing these components in a way that makes onboarding thrive....
Members-only Customer marketing Boost post-sale revenue with aligned customer teams iscover how aligning customer marketing and success teams can drive retention, boost post-sale revenue, and deliver seamless customer experiences. This report outlines four actionable strategies to overcome role ambiguity and create stronger, more profitable customer relationships....
Members-only Membership content How PayPal drives customer retention in a highly competitive industry In this article, discover the strategies used at PayPal to stay ahead in the dynamic world of payments, from driving growth to future-proofing the business through innovation....
Members-only CS careers How a CSM can transition from an IC to management Working for yourself to managing others is a huge transition to make. Josh Zamora, ex-Director of Global Customer Success at Service Now helps manage the transition and building trust within a new management position....
Members-only Leadership Why Chief Customer Officers need to stop focusing on churn and expansion Chief Customer Officers (CCOs) must pivot from an inside-out, company-centric approach to an outside-in, customer-centric strategy. But this is no minor adjustment – it's a fundamental reimagining of how we define and drive customer success....
Members-only Chief Customer Officer What is a chief customer officer (CCO)? Every now and then, aspects of your business will be in need of refreshing to stand tall amongst the competition. But staying ahead of the curve isn’t an easy feat, especially when it comes to making changes from within....
Members-only Videos Why sales and customer success thrive better together If you're not connecting Sales and Customer Success you're missing out on the powerful synergy between the two. In this interview with industry expert Michelle Wideman, learn how aligning these two crucial departments can benefit both teams and the company as a whole....
Members-only CS operations Why sales and customer success thrive better together If you're not connecting Sales and Customer Success you're missing out on the powerful synergy between the two. In this interview with industry expert Michelle Wideman, learn how aligning these two crucial departments can benefit both teams and the company as a whole....
Members-only CS careers Here's why emotional intelligence will make you a better CSM We've all heard about empathy in customer success, right? But EQ? That's something that needs to be discussed more, and I believe it's absolutely crucial in our field....
Members-only Membership content CSM to CCO: Leadership tactics to move you up the career ladder Climbing the career ladder from CSM to CCO is more competitive than ever. In this article, discover tactics to rise through the ranks, from mastering revenue management to building relationships that open doors for future opportunities....
