Own the Commercial Relationship(2/16/2021)-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(8/3/2020)-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(6/17/2020)-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(2/24/2020)-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?(9/24/2019)-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(8/8/2019)-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(3/13/2019)-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!
CSPI Excellence Blog – Sue Farrance @ Signable(2/27/2019)-Sue Farrance, teh head of CS @ Signeable, shares how she achieved Customer Success excellence through strong internal alignment, adaptable playbooks and intuitive onboarding.