Lost in the Value Landscape?
If you don’t define all the ways your product delivers value for your customers, you’ll lose them. Define your value landscape to improve your customer retention.
Customers not growing? Try looking under these 3 rocks
Working out why your customers aren’t growing isn’t as hard as it seems. Have a look under these rocks and see if you can create the space for listening in your customer journey.
Hot CS Trends: Shifting from Reactive to Proactive
Are you being asked to shift your team from reactive to proactive? Here’s a few ways I’ve done it
5 Numbers to know for Customer Success Leaders
Customer Success leaders need to be fluent in CFO. Start here, here are 5 financial business metrics that you need to understand to make your work and strategies more credible.
Are you ready for a test?
We all use the term Champion, but do we really know who our champions are? We lose track of champions post sales, or they change, or they’re lost, leaving us without a real ally inside the customer org. Here’s how to keep your team focused on testing their champions throughout the customer lifecycle.
Is your health score making you sick?
Measuring Customer Health can be tricky, frustrating and pointless. There’s a simpler and better way to identify your leading metrics of churn, growth and retention.
When’s the right time to hire your first CSM?
Ramping up your revenue game? Let's talk Customer Success vibes. Spoiler: Hire a CSM pronto, nail those metrics, and watch the magic happen in 6 months. Get comfy; we're about to level up!
Is Speed to Value slowing your scale?
How to operationalise your onboarding process for maximum impact and speed to value
Is Customer Success over?
The big question - what is customer success, and is it valuable? How the customer success industry needs to operationalise to define it’s future in subscription economies
Halving churn: A few things I know about retention
5 strategies to drive down churn and boost retention
NRR is a rubbish metric
Your Net Retained Revenue confuses far too many data points to be useful in understanding where and when your customers are growing. Get into the details and unlock your scale potential.