Why Success Leaders Must Own Upsells and Cross-sells (And How to Do It)

Nov 18, 2022  |  Nick Paranomos

Why Success Leaders Must Own Upsells and Cross-sells (And How to Do It)

The way we expand accounts adds little value to customers because Sales owns the revenue number. Here, we explore how Success teams can move up the expansion maturity curve to improve customer & company outcomes.

A guide to selecting a Customer Success Platform

Oct 21, 2022  |  Chris Hicken

How to buy a Customer Success Platform

Buying a CS platform is often the largest financial investment that a leader makes. This guide makes it easier to select the right partner.

Pricing? Yep, the CS Leader Has To Drive This Too

May 13, 2022  |  Chris Hicken

Pricing? Yep, the CS Leader Has To Drive This Too

Customer Success leaders are easily the closest executive to the customer. That's why it’s time they play a more active role in setting the company’s pricing. In conjunction with Kyle Poyar, one of the most well-known pricing experts and Operating Partner at OpenView, this article explores the latest thinking on pricing strategy to inspire this much-needed change.

The Latest 2.0 Magazine is Out: Customer-Led Growth

Feb 3, 2022  |  Brook Perry

The Latest 2.0 Magazine is Out: Customer-Led Growth

The latest 2.0 magazine, Customer-Led Growth, explores the teams, systems, and skills that modern companies require from Customer Success.

Change your budgeting narrative for customer success

Jan 24, 2022  |  Chapter 1

Why Your Budgeting Narrative Must Change

How Customer Success leaders can position their function as a growth driver for the business when advocating for budget.

A Rubric for Becoming the Customer Success Executive Your Company Needs

Dec 15, 2021 | Chris Hicken

A Rubric for Becoming the Customer Success Executive Your Company Needs

Companies today are requiring more of CCOs: They're now required to use their close understanding of the customer to influence company strategy. CS leaders will need to level-up their skills to meet that demand, and this rubric outlines a path for doing so.

Rachael Powell, Chief Customer Officer at Xero.

Nov 9, 2021 | Natalie Reiter

The Principles of a Remarkable Customer Experience: A Chief People Officer Turned CCO’s Perspective

Xero’s CCO leads the entire customer experience — including CS, Support, Education, Marketing, Sales, and more — and she’s effectively managed such a massive scope of responsibility by instilling a core principle: the “inside-out” approach to improving the customer experience. Here, she breaks down how that philosophy works.

product-customer-success

Oct 20, 2021 | Nick Paranomos

Partnering With Product to Best Represent Your Customers

The new “How to Actually Influence the Product Roadmap” shares a blueprint for Customer Success leaders to be more influential with the product roadmap. Here, we share an excerpt from the handbook on what Product teams want from their partnership with Customer Success.

Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders

Sep 29, 2021 | Chris Hicken

Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders

Customer Success has an enormous opportunity to access a more diverse population of potential hires than it currently is. Here, we outline tactics that will result in better hiring, retaining, and promoting of Black team members.