https://www.customersuccessfieldguide.com/fieldguide daily 0.75 2021-04-12 https://www.customersuccessfieldguide.com/fieldguide/csm-hiring-traits monthly 0.5 2020-03-11 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1582287472540-W0KCRI5K7QNIFL9GI635/IMG_7644.gif FieldGuide - Traits of Successful CSMs https://www.customersuccessfieldguide.com/fieldguide/customer-success-project-management monthly 0.5 2020-03-23 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583846849600-JFWOFC7GV4MS4X9D5JAX/IMG_7827.gif FieldGuide - Underrated CS Skills Part II: Project Management https://www.customersuccessfieldguide.com/fieldguide/slack-for-customer-success monthly 0.5 2020-03-23 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1582632281455-5PM0ECRGM4ECFR42U0TA/IMG_7689.gif FieldGuide - Internal Account Collaboration Via Slack https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1582137118105-B19G58EWPYDYL934I1MO/giphy.gif FieldGuide - Internal Account Collaboration Via Slack https://www.customersuccessfieldguide.com/fieldguide/customer-Success-necessary-skills-data monthly 0.5 2020-03-23 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583089177375-AFGOHZACTLKJ8R8YXCHD/CSFG+-+data-analysis+2.gif FieldGuide - Underrated CS Skills Part I: Data Analysis https://www.customersuccessfieldguide.com/fieldguide/the-question-i-regret-not-asking-every-csm-candidate monthly 0.5 2020-03-23 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1582287541722-TRODAL36NSR4GFSRVW1B/IMG_7643.gif FieldGuide - The Question I Regret Not Asking Every CSM Candidate https://www.customersuccessfieldguide.com/fieldguide/customer-success-required-reading-updated-july-2020 monthly 0.5 2021-10-27 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1584049361223-Z57XILZ1WR5T2BOCON6J/IMG_7837.gif FieldGuide - Must Read Customer Success Books: Oct 2021 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1605664554329-C7WTOIRTFI8SJ44EL48Q/71gF-RbzetL._AC_UL600_SR378%2C600_.jpg FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the library: The Customer Success Economy offers examples of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. What’s the takeaway: As a follow-up to the originally published book by team Gainsight, The Customer Success Economy looks beyond the founding story of Customer Success and explains the paradigm shift happening in the industry to put the customer at the center of budget, org charts, and outcomes. https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583884365761-SDYDROVPHQG547E7QJ2R/daring-greatly.jpg FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the Customer Success library: Brené Brown walks us through twelve years of research on vulnerability, leading us to the principles of wholehearted living and the power to dare greatly in our lives and work – the secret is in our vulnerability. Dr. Brown outlines the common masks that we use to hide our vulnerabilities and provides practical tools for removing the barriers and engaging with others to live wholehearted, connected lives. What’s the takeaway: Building trust is a key emphasis of Customer Success. Building trust means showing up with vulnerability when working with your internal business partners, and even more importantly, your customers. This book is sure to spark ideas of how you can bring more of your vulnerable-self to work everyday to build trust with those around you. https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583884627832-0J4QFMNF3L1BX4BHM53W/GetImage.jpeg FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the Customer Success library: Marc Benioff is often regarded as the father of software as a service (SaaS) and cloud computing. His company, Salesforce, is simply the biggest success case of setting up a company that has made $ 1 billion in revenue in just 10 years. Behind the Cloud reveals how Benioff took a new idea, a powerful concept from paper, and differentiated himself from his competitors by creating a whole new movement where users no longer need to install software, and where the user maintained control of the vendor relationship — thus sparking the concept of Customer Succes. What’s the takeaway: Marc’s book describes the history of Salesforce, SaaS, and Customer Success. If you’re in the CS profession, it’s thanks to Marc and his shift in thinking about the user more than the perpetual contract. This book captures the start of the customer success industry at a pivotal Bay Area meeting dating back to the early 2000s. It’s a must read on the history of CS. https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583884147550-Y99AXWPIXB895289QP4V/4195USGjadL._SX336_BO1%2C204%2C203%2C200_.jpg FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the library: This practical, no frills guide is written for the Customer Success Manager. It’s the only book on the market that targets CSM individual contributors as the primary audience. This book appeals to managers and directors of CS as well, as some of the topics spill over into structuring of CSM incentives / portfolios. What’s the takeaway: Expect to hear what it’s like to be a CSM. What the day-to-day involves, what work you can expect, and why CSMs even exist. This book is meant for every aspirational CSM, the manager of Customer Success, and even senior CS leaders. Taking lessons from the Chief Customer Officer from Gainsight himself, he articulates the ins and outs of a CSMs day-to-day. https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1605664369230-A49PPC1E7KPTJ1YSA90C/61k6MtgLEcL.jpg FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the library: Customer success is no longer just for companies with large teams and resources. It's a company mindset that can unlock the biggest opportunities in business. Customer success can help streamline experiences, grow product engagement and loyalty, and more importantly — retain business. What’s the takeaway: Filled with practical insights, this book sheds much-needed light on the world of customer success. At a time when companies sink or swim based on their ability to meet customers' needs, Chiang's elegant frameworks have focused our team to deliver when it matters most. https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583883834350-0OWF3RA6UEME92CI4MCT/Farm+dont+hunt FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the library: Arguably the second most recognizable book in the Customer Success Community. This quick read was written by the CEO of Totango, a Customer Success Software platform competing with Gainsight. What’s the takeaway: Based on the idea that farming is easier than hunting, Nirpaz, and co-author Fernando Pizarro, explain how the sale is no longer the moment in a business relationship, from the customer’s view, but instead the relationship built afterwards. https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1635360520000-3BSMP3GLK1OX45WH9RWS/41Zs8Ta-6lS._SX322_BO1%2C204%2C203%2C200_.jpg FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the library: Author Wayne McCulloch has spent the last 20 years leading education, post-sales, and customer success at companies including Salesforce, Looker, Walkme, Google, and Kony. He summarizes his experience into a proven CS framework that can be adapted to your organization’s stage and maturity. What’s the takeaway: Leveraging a set of CS Tools and 7 common pillars, this book is a must-read for every CS leader (or aspiring leader). Wayne’s practical CS toolbox and set of pillars provides an actionable roadmap for every CS leader to execute. The book brings in industry leaders to provide their perspective on elements such as QBRs/EBRs, Digital Success, NPS/sentiment and more. The 50+ 5 star reviews on Amazon suggest this book should have a place in your CS library. https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583884290726-5D3EJ6FGV5VRFYW50EOG/1_9GrFoVey2ay9xQrNJZmAQw.png FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the library: Reductionist hierarchical management techniques no longer work because organizations are too large for any one person to make all the decisions. The military uses a new management style where your team operates as a network with a shared consciousness and every member is empowered to execute. What’s the takeaway: Data and collaboration are everything in the information economy and SaaS businesses. Team of teams uses military examples of the most artful ways to collaborate with a new superpower (always-on data). https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583884449270-8CC1ZPRFIOBVEPFU111Z/Hardcover-Paperback-AMBQ-covers.png FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the Customer Success library: Questions are an important discovery tool. In our dynamic world, the ability to ask the right questions has become increasingly important. This book explains why it’s crucial to question all aspects of our work and personal lives, and how to use inquiry to uncover creative solutions and breakthroughs. Asking more questions of your business partners internally, and your customers externally, can show how you truly listen. What’s the takeaway: In Customer Success the power of inquiry can build trust with customers, showing how you’ve actively listened to their situation, hardships, complications, and priorities. Building the muscle of asking more questions demonstrates your insatiable ability to truly care about a persons situation. It’s a precursor to developing empathy. https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583884035313-TZX1JGZ6EZ9VT6KU7HAA/35605924.jpg FieldGuide - Must Read Customer Success Books: Oct 2021 - Why’s this in the library: Customer Success is the book on Customer Success. It was written by legends in the Customer Success community. CEO of Gainsight, Nick Mehta, is the primary author. Nick has helped define the category of Customer Success. He tells his own stories of defining a category in the space, appealing to a new breed of professionals, and helping mature not only the CS model, but how to establish a customer success strategy. Through many guest writers, you’ll hear expert advice on how the Customer Success movement began and how to implement an action plan for structuring Customer Success in your organization. What’s the takeaway: No book comprehensively covers the topic of Customer Success from more perspectives than the title above. Nick does a tremendous job pulling in influential personas in the CS community to share their stories on forming, developing, and scaling Customer Success teams. This must-read blends the history of Customer Success with scaling stories from industry veterans. https://www.customersuccessfieldguide.com/fieldguide/what-happens-after-r monthly 0.5 2020-03-27 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583102221260-XY5E0K9LWHXBGSCRGWNN/customer-success-journey-map-example-clientsuccess-600x338.jpg FieldGuide - What Happens After “R” - ClientSuccess has an ideal customer lifecycle end in Renewal after value realization. What are the timeframes in this example? If we’re talking a 12 month contract, do steps one through six happen in the first 11 months? https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1583101890346-X9TN03RKOZVUSS5LXE2X/image-asset.png FieldGuide - What Happens After “R” - ESG Success takes a slightly different approach where the “R” is about Realization in step 4. After the customer has achieved or expanded value…. What’s next? https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1584664578426-7EY8X54XM6J9SIH7QI8P/CSFG+-+customers+for+life+2.gif FieldGuide - What Happens After “R” https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1582439121942-U03XZX37TVXF74IIYDHW/tsia-laer-framework.png FieldGuide - What Happens After “R” https://www.customersuccessfieldguide.com/fieldguide/customer-success-podcasts-nov-2020 monthly 0.5 2020-11-13 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1585606971810-XRHE4OW9Q6D53VHNAWDF/image-asset.png FieldGuide - Must Listen Customer Success Podcasts: November 2020 - Nick Mehta, CEO at Gainsight, joins Erik on this episode and discuss: SaaS sub-sectors that Nick is excited about Is Customer Success a skillset, function, a software stack? What are the most common misconceptions about customer success? When should a startup start thinking about the customer success function? How do you scale the customer success function? What’s the profile of a successful customer success manager? How has customer success evolved over the past decade and where is it going? These questions answered by one of the founders of the CS practice has lessons and learnings that can’t be missed by any CS professional in the industry. https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1582564072079-6XFJOYFYAW417N0ORBQ5/images.jpeg FieldGuide - Must Listen Customer Success Podcasts: November 2020 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1584049302330-1K6LN8G3TAULPBNZEEN4/IMG_7838.gif FieldGuide - Must Listen Customer Success Podcasts: November 2020 https://www.customersuccessfieldguide.com/fieldguide/ace-your-cs-interview-the-power-of-being-curious monthly 0.5 2020-04-22 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1585494986226-FENPJTZQF2HSH9XT915R/Genuine+Curiosity.gif FieldGuide - Ace your Customer Success Interview with Curiosity https://www.customersuccessfieldguide.com/fieldguide/building-your-risk-management-framework monthly 0.5 2020-06-04 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1590414879286-7ENSKSCTMH5D6TQPKJQ8/CSFG+-+siren.gif FieldGuide - Establish your Risk Management Framework: Part 1 https://www.customersuccessfieldguide.com/fieldguide/establish-your-risk-management-framework-pt-2 monthly 0.5 2020-07-13 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1594564670888-VAUO5SPA6NRPHBKC4WCJ/csfg-ris-02.gif FieldGuide - Establish your Risk Management Framework Part 2 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1594564944128-BIODZ6X6VV5YECREO4IM/csfg-chart.gif FieldGuide - Establish your Risk Management Framework Part 2 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1594659597112-DZQNJ86Q9NJU8IX4FX4T/csfg-chart-02.gif FieldGuide - Establish your Risk Management Framework Part 2 https://www.customersuccessfieldguide.com/fieldguide/establish-your-risk-management-framework-part-3 monthly 0.5 2020-08-24 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1597272058231-25PM0ERQ735VJGU7NGE1/image-asset.gif FieldGuide - Establish your Risk Management Framework Part 3 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1597272391920-A5HIISPAQD9BT08UZZA9/CSFG-Chart-03.gif FieldGuide - Establish your Risk Management Framework Part 3 https://www.customersuccessfieldguide.com/fieldguide/breadth-and-depth-in-customer-success monthly 0.5 2020-09-17 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1600271503505-KTM6VLOW0P70RAKIVS8X/customer_success_adoption FieldGuide - Breadth and Depth in Adoption https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1600117764548-INVJ99KOPTNO27DGM620/csfg-breadth-n-depth.gif FieldGuide - Breadth and Depth in Adoption https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1600272685894-T3DDX0CNLL24R43LLE2D/screen_shot_2020-09-15_at_12.51.21_pm.png FieldGuide - Breadth and Depth in Adoption https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1600272822808-HB89C3SWIE3Y7XMAOGQX/screen_shot_2020-09-15_at_12.51.38_pm.png FieldGuide - Breadth and Depth in Adoption https://www.customersuccessfieldguide.com/fieldguide/career-paths-for-csms monthly 0.5 2020-12-18 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1607389222380-GXPH12DSE8MTWWQHVZON/Screenshot+2020-12-07+at+4.45.06+PM.png FieldGuide - Customer Success Career Paths https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1607389392819-ZEGWQP8UUAWOOCWK1WGY/Screenshot+2020-12-07+at+5.02.19+PM.png FieldGuide - Customer Success Career Paths https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1607389616493-99HKXVWM39D7U4C0TI2R/Screenshot+2020-12-07+at+4.56.57+PM.png FieldGuide - Customer Success Career Paths https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1598314348892-320MKZBFX32QGLXD5PV7/CSFG-Chart-04.gif FieldGuide - Customer Success Career Paths https://www.customersuccessfieldguide.com/fieldguide/customer-account-transitions monthly 0.5 2021-01-08 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1608913434025-LD5HN1H5JLMYX6H1A8FX/CSFG-Transitions.gif FieldGuide - 17 Customer Success Leaders Weigh in on Account Transitions https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1609190532718-1M8DYOB366MX2BQUM0H5/Screenshot+2020-12-28+at+1.21.26+PM.png FieldGuide - 17 Customer Success Leaders Weigh in on Account Transitions https://www.customersuccessfieldguide.com/fieldguide/one-thing-you-can-do-this-month-that-will-level-up-every-csm-on-your-team monthly 0.5 2021-02-08 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1611683453704-SIC64LPL33H8VHPCC3EP/csm-feedback FieldGuide - One thing you can do this month that will level-up every CSM on your team https://www.customersuccessfieldguide.com/fieldguide/change-management-customer-success monthly 0.5 2021-03-29 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1616380284324-97H0WWD4XAAQ3PO12YMU/Screen+Shot+2021-03-21+at+7.31.13+PM.png FieldGuide - Change Management in Customer Success https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1616092516891-MU2QSBFFUJKD1RD66TTR/CSFG-Change_2.gif FieldGuide - Change Management in Customer Success https://www.customersuccessfieldguide.com/fieldguide/tag/cs monthly 0.5 https://www.customersuccessfieldguide.com/fieldguide/tag/hiring monthly 0.5 https://www.customersuccessfieldguide.com/fieldguide/tag/saas monthly 0.5 https://www.customersuccessfieldguide.com/fieldguide/tag/SaaS monthly 0.5 https://www.customersuccessfieldguide.com/fieldguide/tag/churn monthly 0.5 https://www.customersuccessfieldguide.com/fieldguide/tag/net+retention monthly 0.5 https://www.customersuccessfieldguide.com/fieldguide/tag/csm monthly 0.5 https://www.customersuccessfieldguide.com/fieldguide/tag/customersuccess monthly 0.5 https://www.customersuccessfieldguide.com/fieldguide/tag/retention monthly 0.5 https://www.customersuccessfieldguide.com/blog daily 0.75 2022-05-02 https://www.customersuccessfieldguide.com/blog/dos-and-donts-of-nps monthly 0.5 2021-04-12 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1615318299406-PAO9A5PVSNQUQATZJEF4/CSFG-Net_Promoter_Score.gif Blog Top - Do’s and Don’ts of NPS https://www.customersuccessfieldguide.com/blog/category/1 monthly 0.5 https://www.customersuccessfieldguide.com/blog/category/2 monthly 0.5 https://www.customersuccessfieldguide.com/about daily 0.75 2021-03-29 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1582477819699-V1MT6LFAKQ74FR9Z7QMM/IMG_7680.gif About https://www.customersuccessfieldguide.com/contact daily 0.75 2020-02-24 https://www.customersuccessfieldguide.com/home daily 1.0 2020-12-29 https://www.customersuccessfieldguide.com/success-spotlight-linda-lin daily 0.75 2021-01-11 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1609271150237-2Y45HYHJUI5AGE2UC48C/Linda_lin Linda Lin | Success Spotlight Interview https://www.customersuccessfieldguide.com/success-spotlight-temp daily 0.75 2021-08-26 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1605593956129-ZCWIEUTLEB1EQIF66IM7/%C2%A0Success-Spotlight-Logo.png Success Spotlight https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1629939759509-IX3R4I95Z5IX72SQ8M24/Screen+Shot+2021-08-25+at+6.01.43+PM.png Success Spotlight https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1620139734838-JPWDVI79WSLRH1U75UY5/headshot+pulse.jpg Success Spotlight https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1618351333447-12QPY5RC0II2CZPFY043/Screen+Shot+2021-04-13+at+3.01.33+PM.png Success Spotlight https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1614205538929-SUSQDFBVTVNRJP1EJ96J/Image+from+iOS.jpg Success Spotlight https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1613602939056-0X4X1KFCM0YQOOX8FC8V/IMG_4607.jpg Success Spotlight https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1609271150237-2Y45HYHJUI5AGE2UC48C/Linda_lin Success Spotlight https://www.customersuccessfieldguide.com/success-spotlight-interview-1 daily 0.75 2020-12-30 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1609271150237-2Y45HYHJUI5AGE2UC48C/Linda_lin Success Spotlight Interview (Copy) https://www.customersuccessfieldguide.com/success-spotlight-paul-mathewson daily 0.75 2021-02-17 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1613576929965-RVY90ZZSGYVXUBP539R2/IMG_4607.jpg Paul Mathewson | Success Spotlight Interview https://www.customersuccessfieldguide.com/success-spotlight-graham-gill daily 0.75 2021-03-04 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1614105673377-OJ14K6HNKJ6DIJVZXTL3/Image+from+iOS.jpg Graham Gill | Success Spotlight Interview https://www.customersuccessfieldguide.com/abbas-ali-success-spotlight-interview daily 0.75 2021-04-13 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1615935903771-MOBIDQLD326Z6DCO6G1X/IMG_0030.JPG Abbas Ali | Success Spotlight Interview https://www.customersuccessfieldguide.com/maranda-dziekonski-spotlight-interview-1 daily 0.75 2021-04-29 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1619559449564-5PHXL4JYCI1L6MF7I015/1558755383634.jpeg Maranda Ann Dziekonski | Success Spotlight Interview https://www.customersuccessfieldguide.com/emily-garza-spotlight-interview daily 0.75 2021-08-17 https://images.squarespace-cdn.com/content/v1/5e0cf05266f5174555a56091/1628905371023-IIBQAUYPHYLPZN9ZGCL8/Screen+Shot+2021-08-13+at+6.42.07+PM.png Emily Garza | Success Spotlight Interview