How to Protect Your Team from Churn : 3 Keys to Prove Your Value

You spend your days preventing customers from churn. But how are you protecting you and your team from churn? While Customer Success is a new and exciting industry, not everyone is convinced about its value. As Customer Success professionals we face both ways: we must...

Want to be more ‘Human?’  Focus on Users

Many companies these days are talking about being “more human.” My friend and colleague Sangram Vajre, Chief Evangelist and Co-Founder at Terminus, predicted 2018 would be about “human-to-human” marketing. After all, people buy from other people. It’s easy to forget...

Customer Success and Value Provability

During a session on “The At-Risk Customer Success Group” at a Customer SuccessCon event, a panelist noted: “Mikael said some time back that the mission of Customer Success was that ‘We build more value faster for our customers and our companies — and we can...

Rebuilding A Foundation for Your Customer Success Team

By Emilia D’Anzica We all know how daunting it can be to build any program from scratch, but what do you do when management asks to you rebuild the current foundation of your customer success team? Clearly, the company isn’t hitting the metrics they laid out as...

The Power of No

By: Ellie Wu For any aspirations and goals, your relationship with “No” will impact your outcomes. A few of my favorite examples of leaders now celebrated for their success who began with hearing No: Alibaba’s Jack Ma: After college, he was rejected from every job he...

Agenda: Customer SuccessCon West 2018

Berkeley, November 29th 12:00 – 7:00 PM . Registration Check-In and Conversation: 12:00 – 1:00 The Customer Success Blueprint: 1:00 – 1:45 The Customer Success Blueprint is the result of over 8 years of research conducted by The Customer Success...

Customer Success Central:  A New Beginning

In early 2012, the Customer Success Association was formally established.  It had grown out of two years of a local meeting group around the San Francisco Bay area and the online conversations in The Customer Success Forum.  The topics and questions being discussed...