3 Critical Questions That Drive Change in Employees
The Value of Observation in CS Leadership If you’re not observing real customer interactions (calls, meetings, QBRs) you’re coaching from memory, opinions, and assumptions. That’s
How to Build a Proactive Customer Success Strategy
Are you reacting to problems instead of preventing them? A reactive approach to customer success often leads to missed opportunities and higher churn rates. To
The Top 10 Reasons Leadership Development is Missing in Customer Success
Customer Success sits at the center of retention, expansion, and recurring revenue, yet leadership development in CS is often completely missing. Most CS leaders are
Qualitative vs. Quantitative Risk: What You Need to Know
Does your risk score actually drive action, or is it just a number on a dashboard? Customer success (CS) teams often rely heavily on risk
Why doesn’t your company listen to Customer Success? (Data Driven Customer Success)
Why don’t they listen to me!?! The short answer is “Data Driven Customer success” I get asked this by SaaS Customer Success / Customer Retention
Customer Success Leadership
I spoke to over 600 leaders in Customer Success / Customer Retention. Over the course of the next year, 75% of them were no longer
10 Steps to roll out Processes CSMs Will Follow & Improve Customer Retention
We can’t talk about new processes or change without reviewing our old friend the Kubler-ross change management curve. The change curve (modeled after the grieving
Why 75% of Customer Success leaders lost their jobs since 2021 (and what to do about it)
Most CEOs agree, losing a leader is very disruptive to the organization and expensive; it should be avoided if possible. ALL employees agree that losing their job is a terrible