Tuning Tips Episode 10 – Segmenting by Outcomes-Jan Young shares why outcome-based segmentation is a cornerstone of why Champions achieve 28%higher Net Revenue Retention. Listen to the episode at https://www.youtube.com/watch?v=vA4Ycdouw90.
Tuning Tips Episode 9 – CS Services-Lauren Costella, CS Mega Evangelist shares with us, how Champions achieve 28% higher NRR with dedicated services from Onboarding to Marketing out of CS. Listen to the episode at https://www.youtube.com/watch?v=jc2evRyu-n8.
Tuning Tips Episode 6 – Customer Outreach-In this episode of Tuning Tips, Laura Lakhwara shares with us how she reaches out to customers to build meaningful relationships, one of the cornerstones that Champions use to achieve […]
Tuning Tips Episode 5 – Predictive Analytics-Learn from Prithwi Dasgupta, the CEO of SmartKarrot, how to leverage predictive analytics in the same way as the Champion companies, which achieve 28% higher Net Revenue Retention. Listed to […]
Tuning Tips Episode 4 – Paid Professional Services-Learn from the Champion companies how they achieve 28% higher NRR with distinct best practices, including offering Paid Professional Services. Naval Gupta, ProServ leader at Github, brings this factoid to […]
Tuning Tips Episode 1 – Owning the Customer-Kristen Hayer and I are kicking off Tuning Tips by CSTuners! We will end the discussion if Customer Success should own Renewals and Upsell by following the best-in-class companies, who […]
Own the Commercial Relationship-My recent podcast on Inbenta’s Customer Experience blog touched on Promoting CS inside your organization: Own the commercial relationship Focusing limited resources: Assess if an issue is caused by us, […]
User Adoption Podcast-I was honored to take parts in Henrik De Gyor’s User Adoption Podcast and speak about the importance of widespread user adoption as a first leg in a customer journey […]
Sales Won’t Save You This Time Around-With soaring unemployment rates, the post-COVID recession will be the third in my professional life after the dot.com bubble in 2001 and the housing bubble in 2009 burst. Both times […]
2019 CSPI Benchmark Survey-For the second year in a row, the Customer Success community responded to our call to action and benchmarked themselves against their peers and the proven Customer Success Performance Index™ […]
Recover, Rescue, or Farewell?-In the previous article on Leveraging your Champions I described how to detect, nurture and leverage your customer Champions to increase adoption, expansion, and ARR across the entire customer portfolio. […]
Leverage your Champions-Books describing business champions routinely top the New York Times Best Sellers list because we are curious to learn how some executives excel. I use the same competitive spirit within […]
CSPI Excellence Blog – Genshin Maruta @ Abeja-Today’s blog post features Genshin Maruta, the Head of Customer Success for Abeja in Japan. With the help of Hiroko Otsu at Success-Lab Japan, who extended the 2018 survey to Japan, he was able to measure his performance and achieved one of the highest CSPI benchmark scores and Net Revenue Retention rates. Congratulations to Gen and his team!
2018 CSPI™ Benchmark Survey-Over 100 companies participated in the global 2018 CSPI Benchmark Survey and established a reference baseline for operational performance measured by Net Revenue Retention (NRR). It also established the high correlation between high NRR and high scores in the CSPI framework, proving the relevance of the framework as an operational guide for Customer Success leaders.