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.
CSPI Excellence Blog: Lauren Costella @ Medrio(2/13/2019)-Lauren Costella, VP of CS @ Medrio, achieved the highest CSPI score and one of the highest NRR rates. Here are some glimpses into Medroi's exceptional Customer Success program.
2018 CSPI™ Benchmark Survey(1/30/2019)-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.
Customer Success with WorkRails(2/16/2018)-Service delivery has changed in the world of SaaS and requires new ways to manage, deliver and monetize services.