Articles
Articles on Customer Success: Insights, Strategies, and Best Practices
In our curated collection of Customer Success articles, you’ll discover valuable insights, actionable strategies, and thought-provoking perspectives from leading industry professionals. Whether you aim to enhance your skills, stay ahead of emerging trends, or deepen your understanding of key concepts, these articles are crafted to inspire and empower you on your Customer Success journey.
The Evolving Role of Customer Success and the CCO
The Customer Success world is fast evolving. A dozen years have passed since this new function was founded and it is shifting towards adolescence. What drove the Customer Success evolution was the growth of the SaaS business model that hit an inflection point of maturity in the early years of the second decade of the 21st century with such companies as Salesforce , Box , and Zendesk gaining critical mass in their fields.
The Farmer and Hunter Paradigm
Chasing your revenue targets is tough these days. We all face an era marked by inflation and macroeconomic uncertainty. Start- and scale-ups are now compelled to focus on efficiency, cost management, and a clear return on investment across all functions, particularly in Customer Success.
The Best NPS Methodology We Have Ever Seen (Part 1)
NPS is one of the most contested KPI’s in the Customer Success world. Invented back in 2003, it quickly gained traction and was adopted by many companies as the single best metric of customers’ sentiment towards a vendor. Its power comes from an extreme simplicity (a single question!)
The Best NPS Methodology We Have Ever Seen (Part 2)
In this second part, we will deep-dive into the methodology we developed including very specific suggestions for the different elements needed to maximize NPS impact. In the third post, we will expand on the methodology with a practical set of playbooks and actions you can deploy in your organization after launching your NPS program.
The Farmer and Hunter Paradigm
Earlier this week, I asked on LinkedIn if CS and account management should merge. This controversial topic has been the most discussed post this year. While the evolving nature of CS and AM is recognized, the decision to merge them should be based on specific company needs
Ultimate Guide: Customer Onboarding Playbooks
A comprehensive Customer Onboarding Playbook is critical for guiding both internal teams and customers through a structured and efficient onboarding journey. It aligns processes, sets clear expectations, and helps customers achieve their goals with clarity and confidence. Below is an expanded breakdown of the 10 key stages you should include in your playbook, ensuring a robust foundation for long-term customer success.
Preliminary Lessons on AI in Customer Success
I attended the Customer Success Collective conference in SF. There are multiple values from attending a conference like this, but my key objective in this one was to assess how much reality is there in the AI space. There is a lot of hype surrounding AI recently and I was eager to engage with leaders in the Customer Success field to "SaaS out" what’s real.
Customer Success Leaders: Developing a Customer-Centric Culture
Placing the customer at the heart of your organization is not just a goal; it’s a necessity in today’s competitive landscape. A customer-centric culture drives loyalty, fuels growth, and sets your organization apart. But how do you embed customer-centricity as a way of life rather than a one-time initiative? Here, we’ll explore actionable strategies to make customer-centricity a cornerstone of your organization’s ethos.
