Prepare To Be Successful

Want to dramatically improve the results you’re getting as a CSM? Before your next customer success conversation do the following. Get a big sheet of paper, split it into 5 columns. In column 1 list the Top 10 ways to improve delivery of value to the customer....

Getting Fit For Customer Success

There is a school of thought that most gains in the gym come from the time your muscles spend under tension. According to this theory lots of reps won’t move the needle much: to improve you need to safely work your muscles under tension as much as possible. At...

CSM As A Revenue Engine

Common misconception: positioning your #CSM team as a revenue engine means your CSMs need to be #commercial What it actually means is your CSMs just need to be truly focussed on #customersuccess. Which customer is more likely to expand or to advocate for your company?...

Automation In Customer Success

Automation has a long and extraordinary history. You could argue it started with the wheel, the first piece of technology to dramatically improve human efficiency. The revolution it started continues at an ever accelerating pace so that today, for example, we can use...
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