Culture Customer Base Customer Success Leadership 
Gainsight
DECEMBER 21, 2023
For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Control over the customer experience.
InMoment XI
OCTOBER 31, 2023
With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape.
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ChurnZero
DECEMBER 21, 2023
To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Not asking for a renewal on day two, but asking the customer: based on your budget cycle, when would you like to have that first renewal discussion? Then, think about leadership in general.
Thematic
APRIL 12, 2023
People sit and have meetings at that table because it's so central to the company culture and values. There is a focus on empathy for and listening to customers. Another example is getting your executive leadership team to call detractors. Afterward, he’d talk to the customer success team about his learnings.
ChurnZero
NOVEMBER 24, 2020
Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Anna’s Customer Success experience runs the gamut – from her early roles as an individual contributor to leading and scaling teams of her own.
ClientSuccess
MARCH 20, 2019
Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.
CSM Magazine
MARCH 31, 2020
Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Imagine an entire workforce capable of helping a customer regardless of their role.
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