by Emily Nesterick | Oct 28, 2022 | Industry News/Trends
The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. Here’s a sneak peek at what we learned. The good news is Customer Success teams are growing both in size and...
by You Mon Tsang | Oct 21, 2022 | Customer-Centricity
This article was originally published on Forbes.com. Customers’ expectations are changing. Not in terms of how much they expect, because customer expectations have always been high—but in terms of what they expect. The defining measure of a great...
by Chris Pilbeam | Oct 14, 2022 | Customer Success Strategy
Sooner or later, if you’re in Customer Success at a growing SaaS company, you’ll need to undergo a book shift. A book shift is where you take all of the accounts your CS organization is responsible for, and reassign them to new CSMs. You might move...
by Emily Nesterick | Oct 5, 2022 | Health Scoring
This is a guest blog contributed by Emily Ryan, chief client officer at Valuize, a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. In times of economic...
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