Each issue features one framework or perspective from a top CS leader that you can’t find anywhere else, and the four best articles shared that week.
Keep current with the latest discussions on Customer Success leadership, team structure, culture, and scaling world-class teams.
Issue #58: Why CSMs Must Act Like Psychologists
[June 2, 2021] Bad Execution vs Good Execution, I Want to Hire Someone My Team Said “No” to on the Debrief, How Zendesk Adapts Best Practices in Product to CS.
Issue #57: How CS Becomes MVP of the Executive Team
[May 26, 2021] How Execs Can Better Present to A Board of Directors, Blog What You’ve Struggled With, Customer Success vs. Sales, Purchasing A CS Platform.
Issue #56: Why CS Won’t Report to Sales in the Future
[May 19, 2021] Your CSM Interview Blueprint, How to Build a Customer-First Culture, The Judicious Imposition of Structure, The Rise of the Strategic CCO.
Issue #55: The Rise of the Strategic CCO
[May 12, 2021] How to Drive Over 100% NRR With SMBs, We Need to Talk About Your Q3 Roadmap, Managing a Customer Success Team With Boaz Maor.
Issue #54: 10+ CS Ops Questions Answered
[May 5, 2021] What if There Were No CSMs?, The Art and Science of Customer Experience, How to Design Effective Onboarding, On Speaking up and Shutting up.
Issue #53: Lessons From Running CS Ops at Zoom, Gainsight, Stack Overflow, & More
[April 28, 2021] How to Manage Managers, The Best Email Tips You'll Read in 2021, If Nothing Else—Segment Churn, Between Sales and Product.
Issue #52: Do’s and Don’ts of NPS
[April 21, 2021] Being Busy Doesn’t Mean You’re Productive, Growth Is Sexy but Not Its Ingredients, NPS Subject Lines That Drive Response Rates, Running CS Ops.
Issue #51: Should Companies Stop Assigning Ownership?
[April 14, 2021] Data Analysis Is Underrated, The Most Important Function in Usage-Based Business, Lessons in Re-Launching a CSM Org, Remote Presentations.
Issue #50: 50 Things Every Customer Success Leader Should Know
[April 7, 2021] How to Hire Bad A$$ CSMs, CS Opportunity Pipeline, Format for Presenting to Your Manager, Running CS Ops at Zoom, Gainsight, & Stack Overflow.
Issue #49: 15 Customer Success Leaders Share Their Best Career Advice
[March 31, 2021] The Missing Piece of Software Sales, Running CS Ops at Zoom, Gainsight, Stack Overflow, & More, Change Management in Customer Success.