By Michael Su Every Customer Success leader knows the importance of having a proper Customer Journey map. There are many reasons including calculating your customer-to-CSM ratio for staffing purposes and measuring the output of a particular touchpoint. CS leaders also want and expect their CSMs to proactively serve their customers rather than be in reactive mode. What’s not always obvious is that customers will become doomed to a reactive experience without a proper Customer Journey map. I’ll first explain what I mean by “proper” Customer Journey map. This is a detailed map covering all custo ..read more

Are you finding it challenging to hit your 2024 goals? Is there an issue with your team or your processes; your tools or your training? Let us help you uncover what is going on with a Customer Success program assessment. Our experienced CS leaders can evaluate your program against seven pillars of customer success and thirty five best practices. You will receive a full report with recommendations on next steps to guide you and your team to improved performance. REACH OUT TO FIND OUT HOW WE CAN BEST HELP YOU! Connect with Us CS Program Assessment Request Name * First Name Last Name Email * Com ..read more

By Russell Bourne “Sports don’t build character, they reveal it” is a classic quote that can easily apply to the process of writing a customer journey. Writing a journey has to be a cross-functional effort, and as such, any journey-writing exercise will give you a great education about your organization. The exercise may reveal tremendous teamwork and cooperation, or it may surface friction that you have no option other than to deal with. Either way, you’re set up to come out of the session unified. To help ensure a productive session, I encourage you to set one ground rule. Write it on the w ..read more

Did you miss Melo Associate’s recent Talent Lens webinar on Global Communication? The recording is now available! You can tune in on YouTube to see Swati Garg lead a discussion between our own CEO, Kristen Hayer, and Whitney Littlewood, our Director of Enablement on how to improve your cross cultural communication skills. Enjoy! Watch Webinar ..read more

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