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  • Adoption
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  • Churn prevention
  • Commercialize
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  • Community (support)
  • Community management
  • Competitors
  • Continuous learning & training
  • Customer & Market definition
  • Customer health score monitroing
  • Customer insights
  • Customer succes definition
  • Customer sucess strategy
  • Data entry & quality (improvement)
  • Data insights
  • development backlog (jira)
  • Discovery checklist
  • education and training
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  • feature launch
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  • handover template
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  • Hiring
  • Inter departmental processes
  • Inter departmental relations
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  • Key success milestones
  • know
  • Kpi definitions
  • Launch plan
  • Messaging
  • Milestones (& aha's)
  • Negotiations
  • New team member onboarding
  • Nurture
  • offboarding
  • Onboarding plays
  • Problem discovery
  • Relationship with sales
  • Renewals
  • Responsibilities & customer ownership
  • Sales handover
  • self-service portal
  • strategy
  • Strategy & Program
  • succes plan
  • Success plan
  • support
  • Support channels/process
  • Team
  • Team Alignment
  • Team structure/roles
  • Technical documentation
  • template
  • Thought leadership
  • Triggers
  • Upsell/crossell
  • usage data
  • user
  • Voice of the customers

How Miro uses Account Prioritization Matrices to scale CS efforts to over 130K+ paid customers

The Account Prioritization Matrix helps CSMs focus efforts and deliver value

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What does every Customer Success Manager dream of this Christmas?

Christmas is just around the corner! 2021 was an incredibly big year for Customer Success with the pandemic making it more essential than ever to …

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The 90 day onboarding challenge

TikTok – A new customer is in, the countdown has started to transform new users into loyal customers.

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Customer Success team employee onboarding from newbie to experts

6 key points to implement for a successful new Customer Success Manager onboarding

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Using Hubspot for Customer Success

Hubspot supports Sales and Marketing. But Customer Success? Well, you can get your way around it. Here’s how.

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If you don’t document your churn, you’re not learning from it

There can be a million reasons for churn. Many of them can be fixed by the Customer Success department. Some can’t. Most of the potential …

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Discovery is the first step to a successful relationship

We often forget that the first interaction with our customer is not the handover or the onboarding: It’s actually the discovery call. The discovery call …

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Don’t rely on marketing to fix your product launches

Does your company have a Product Marketing department? And any time you launch a new product or feature, the entire process is clear? And there …

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You need a community because… really?

In German there’s a great expression: “Die Sau durch’s Dorf jagen”. It translates to “chasing the pig through the village” and it refers to the wavering …

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Your Customer Acquisition Costs (CAC) don’t add up! 🙈

If you’re like most SaaS businesses, your CAC is one of the key metrics for your Sales and Marketing teams. It’s usually calculated by adding …

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I tried to order a shaver, but instead I learned 3 things about Customer Success.

Dollar Shave Club is one of the brands that are often brought up when we talk about the subscription economy. Instead of traditional repeat purchases, we …

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Linkedin is just for selling and sharing product updates, right?

Wrong. When I started posting content on Linkedin, I had a clear goal in mind: I wanted new business relations to flourish. Potential customers see …

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Do you need to become a tech-specialist to build a successful Customer Success career?

One thing that I’ve encountered with every Customer Success team I ever worked with: a) they are the most empathic team in the company (what …

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Sales overpromised again. So… how do I get out of this?

Your salesrep sends you an email. “New customer. Good luck.” Nothing more. If your org is not really CS-centric, or they have just started with Customer Success, …

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I’m sorry. There’s nothing you can do

Customer Success needs to be a company-wide philosophy. Customer Success starts with Sales and Marketing. You’ve heard these or other obvious statements often enough. But …

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How To Use Emotion 🥰 In Customer Success

Marketing is about emotions. Sales is about emotions. Repeat after me: Customer Success is… really? Marketing cannot be trusted. Sales cannot be trusted. All they …

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Most health scores in Customer Success are useless. Here’s why.

Health scores are hailed as the panacea 💊 in Customer Success. The reality is that they give yet another excuse to not be proactive in CS. Health scores must be built on top of success journeys that lead to the goal of the customer to be effective.

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Better decisions in Customer Success through the Pareto principle

How can Customer Success spend more time on more important tasks? The Pareto principle gives us the answer.

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Finding a Customer Success Manager is hard. Here’s how you can do it.

Hiring a Customer Success Manager with SaaS experience can be harder than finding a needle in a haystack. Here’s my tip if you’re looking to add members to your team, but don’t know where to look.

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How to make Marketing your best friend as Customer Success Manager (and create better case studies)

I used to struggle with the Marketing department: They always asked for stuff, but it always ended up creating more work and questionable value. Here’s how I fixed it.

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4 Ideas how to not drive your Product Manager crazy with customer input

Many customers usually means a lot of ideas. That’s great! But if we just send every request to our colleagues in the product department… their inbox will be full. Here’s a better way to handle customer requests for optimal output.

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How hurdles helped me make my onboarding better

I like to celebrate the little things during customer onboarding. And if you don’t know what you can celebrate, here’s my twist on it.

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Two finance metrics that help Customer Success communicate better

CSMs usually don’t have too much to do with the Finance department. What a wasted opportunity!

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The 3 Things Customer Success should share with the rest of the company

How can we talk more with Sales, Marketing and the Product department? It all starts with these 3 simple measures you can implement today.

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