By Kristen Hayer Often, when we begin to engage with a company, we run across the following scenario, or something like it: A customer emails support. It’s an angry email, with threats of churn. The support team immediately hops on the issue and discovers that it is related to a feature request that the customer logged with their CSM a month ago. They proceed to try to push it through to the product team quickly. Meanwhile, they haven’t gotten back in touch with the customer for half a day while they have been trying to coordinate a solution, so the customer calls their CSM. The CSM doesn’t k ..read more

Our CS Leadership training program was built for your training needs! All of our Leadership classes are online, live, and expert-led. The program is modular, so you can pick and choose what you need at any given time. Want to become fully certified as a CS Leader with The Success League? Take both Leading as a Manager and Structuring Your CS Program series. After attending all classes, you’ll take an assessment in order to receive certification. Are you a newly-promoted or first-time CS leader? Then our Leading as a Manager 7-course series was built for you! Have you been tasked with building ..read more

By Mike Su In the last few months I’ve noticed my social media feed getting flooded with mixed emotions. Half of them are exciting posts from my fellow Customer Success professionals either getting promoted or starting new roles and progressing in their careers. Congratulations to you all!! The other half are sadly on the opposite end of the spectrum. I have never seen so many profile picture frames indicating they’re #opentowork. This deepens my appreciation for the opportunities I have today. It’s hard to see so many people getting laid off especially when it’s affecting my inner circle and ..read more

Don’t miss next week’s webinar put on by Melo Associates on Global Communication in Customer Success! Our CEO, Kristen Hayer, and our UK-based Director of Enablement, Whitney Littlewood, will be discussing the impact that culture has on how you and your customers communicate. Sign up today! When: Thursday April 18, 2024 at 9am Pacific Where: Zoom  Free Registration ..read more

By Chad Horenfeldt Over the last several weeks I’ve had the opportunity to speak to many software companies and the overwhelming challenge they are facing right now is customer churn. While we can blame the economy, the bigger issue is that many Customer Success teams are relying on strategies that are passé and dated.  The common theme I’m hearing in my conversations is that there is too much surprise churn. Customers CS thought were “green” are giving their cancellation notices. This is causing havoc on renewal forecasts and hurting team morale. The common thread? CS teams that are too ..read more

Join our CEO, Kristen Hayer, and our UK-based Director of Enablement, Whitney Littlewood, for a webinar put on by Melo Associates on Communication and Success in a Globalized World. Learn about the impact that culture has on how you and your customers communicate.  When: Thursday April 18, 2024 at 9am Pacific Where: Zoom Looking forward to seeing you there! Free Registration ..read more

By Russell Bourne What part of your customer journey would you scale if you wanted to make the most of your company’s efficiency, and also deliver a positive customer experience? If you said the front line, you’re not alone. For the purposes of this article, we’ll define the front line as the first point of entry for a customer interaction which the customer initiates. If you’re looking out for front line touchpoints that tend to be high volume and create reactive work, you might zoom in on the classics: inbound emails, tickets, and phone calls to a general company number, or that you would l ..read more

Its not too late — you still have time to grab 20% off of ANY ORDER for our CSM or CS Leadership training programs! USE CODE ‘MARCH20’ AT CHECKOUT TO RECEIVE YOUR DISCOUNT Register Today! Offer cannot be combined with other discounts. Orders must be placed by March 31, 2024 ..read more

By Kristen Hayer I have heard countless arguments against having CSMs sell to their customers. Typically, those arguments revolve around things like, “It will erode their trusted advisor status.” or “If they have a variable compensation plan that rewards sales, that’s the only thing they will focus on.” or “They aren’t trained to sell and that is a completely different skill set.” I could go on, but those seem to be the biggies. I strongly disagree. In fact, I think that CSMs who don’t sell to their customers are not fulfilling their primary role as a CSM: ensuring that a customer receives th ..read more

ALL of our CSM and CS Leadership training programs are 20% off! Our research-based, CSM Certification Program emphasizes long-term learning, provides practical applications of best practices, and includes tools that CSMs can adopt right away. The following series of 5 classes can be taken individually, or combined to receive full certification: CSM Essentials - Maximizing Key Touchpoints CSM Communication - Leading Successful Conversations CSM Value - Focusing on Customer ROI We built our Leading as a Manager program for CS Leaders who have never had formal training on leading a team or for t ..read more