Sep 7, 2021 | Chris Hicken
The Fast & Furious Career Path of Kellie Capote
Gainsight’s CCO offers a trove of tactical advice for accelerating your career in CS. She offers habits to build, tactics for getting leadership to place a bet on you, how your focus will change at different management levels (including the transition from VP of CS to CCO), and more.
Aug 30, 2021 | Chris Hicken
4 Ways CCOs Get "Stuck”
Despite any success in scaling up a well-oiled Customer Success engine, CCOs are often seen as "not strategic". Here, Rachel Orston (CCO at SmartRecruiters) offers some put-to-use-right-away tactics for getting unstuck.
Aug 10, 2021 | Chris Hicken
CS Ops is the 2.0 Leader’s Secret Weapon
CS Ops is becoming standard — but as an industry we’re still failing to unlock CS Ops as a *strategic* function. Here, we explore how CS Ops matures, including reporting structure, ownership, and metrics.
Jun 28, 2021 | Chris Hicken
Say Goodbye to the Tactical CCO — Here’s What Strategic CCOs Focus On
Introducing the first Perspective in our 2.0 Leadership Series, where we provide practical insight into what strategic Chief Customer Officers are doing so the rest of us can level up 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.
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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.
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.