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.
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.
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.
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.
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.
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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.
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.