Jun 28, 2021 | Chris Hicken
Say Goodbye to the Tactical CCO — Here’s What Strategic CCOs Focus On
Introducing the first Perspective in 30k, a new series that aims to provide practical insight into what effective Customer Success leaders are doing so the rest of us can learn more quickly. In this interview, Jeb Dasteel, Oracle’s First CCO, outlines how CS leaders can make the move from tactical to strategic.
May 17, 2021 | Chris Hicken
Introducing the First Magazine for Customer Success: 2.0
Introducing 2.0, a Customer Success magazine that challenges the status quo.
Mar 22, 2021 | Chris Hicken
Meetings Are Thieves. Here’s How We Prevent Our Time From Being Stolen
All companies face meeting creep, but only some take action to prevent “unnecessary meetings” from becoming the norm. Here’s how to establish guidelines so your team uses meetings thoughtfully and sparingly.
Feb 21, 2021 | Chris Hicken
Is Your Low-Touch Model Really Just Customer Support *Plus*?
The low-touch engagement model is notoriously challenging to build—it’s both digitally led while still offering access to a proactive CSM, and it requires a team with skills unlike in a high-touch model. Here, we unpack the foundational elements of a low-touch model, how CS teams can mature their approach, and the skills required in an effective low-touch team.
Jan 18, 2021 | Brook Perry
Customer Success Leaders: It's Time to Level Up Your Finance Game
Customer Success leaders often cite "finance" as their biggest weakness. Here's a Q&A with four Finance leaders from Blend, UserTesting, Lever, and Higher Logic on how they think Customer Success executives should approach strategic budgeting and planning conversations.
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Nov 18, 2020 | Emilia D'Anzica
How to Fix Sales & Success Friction (Hint: It’s Not Having CS Report to Sales)
It’s easy for Customer Success to blame Sales when customers aren’t getting what they expected. But the fault isn’t all on Sales—and it’s on CS to build a stronger partnership and handoff. Here's Emilia D'Anzica with tactics for fixing the common points of friction between the two teams.
Oct 20, 2020 | Chris Hicken
Speak the Language of the CFO When Setting 2021 Budget
Customer Success budgeting conversations are too often centered around “driving down costs.” Instead, here’s how to show the CFO how investing in CS will increase revenue and profitability.
Oct 5, 2020 | Brett Andersen
Use This 5-Question Rubric to Help Your Success Team Level Up
Brett Andersen (Degreed’s VP of Client Success) on the rubric that has helped his team set clear expectations and maintain a culture of high performance.
Sep 29, 2020 | Angela Guedes
Why Customer Marketing Must Live Within Customer Success
Typeform's Head of Customer Engagement shares tactical advice on how to structure, measure, and support a Customer Marketing team.