Must Read Customer Success Books: Oct 2021
Check out these must-read books for all customer success professionals to get advice, tips and best practices from the industry's top thought leaders in Customer Success.
Change Management in Customer Success
Change management, at its core, is the act of influencing people to do things differently. It’s behavior change. And that's what Customer Success is about. This article gives CS professionals a simple 3 pillar framework for driving change with your customers.
One thing you can do this month that will level-up every CSM on your team
There is one change you can make this month that will drastically improve every CSM on your team. Best part is…. it takes no more than adjusting your MBOs to implement it.
Customer Success Career Paths
After taking that first Customer Success Manager role — what’s next? Where can I go as a CSM in my career? That’s what we’re answering today on CSFG. Hundreds of interviews with CS professionals over the last 10 years have given us an understanding of the most common career paths following someone’s first Customer Success Manager role.
17 Customer Success Leaders Weigh in on Account Transitions
17 CS Leaders weighed in on the best practices for a successful account transition, and from those 17 responses it came down to 5 key areas. Nail these 5 components of your customer transition, and you’ll be set up for success with the previous CSM, the new CSM, and the customer.
Must Listen Customer Success Podcasts: November 2020
If you’re in Customer Success, this list of must-listen podcasts will take your career to the next level.
Breadth and Depth in Adoption
Driving adoption comes in two flavors. CS teams need to focus on increasing both breadth of usage, and increasing depth of usage. We’ll dig into why.
Establish your Risk Management Framework Part 3
In part three we dive into how to make your Risk Management Framework actionable through analytics, playbooks, and operations.
Establish your Risk Management Framework Part 2
If you’ve taken action from the post in Part 1, you should have a concrete understanding of why your customers churn and reduce as backed up by qualitative and quantitative data. This is exactly what you’ll need to feed into this next post which talks about building the actual Framework. We’ll break that down into 4 actionable steps below:
Establish your Risk Management Framework: Part 1
In a new era of covid-related business volatility, subscription software companies are facing a new normal: adapting to increased risk across your customer base. Addressing risk of this magnitude requires a comprehensive framework for identifying customer risk, tracking and managing risk through the risk lifecycle, allocating proper resources to address that risk, and ultimately mitigating risk before churn.
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