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  • All
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  • Continuous learning & training
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  • Customer health score monitroing
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  • Customer sucess strategy
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  • Data insights
  • development backlog (jira)
  • Discovery checklist
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  • feature launch
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  • handover template
  • Health score definitions
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  • Inter departmental processes
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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
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  • Triggers
  • Upsell/crossell
  • usage data
  • user
  • Voice of the customers

The 4 Key Questions Customer Success needs to ask Sales during Handover

A good handover is the first big step to a healthy and happy customer. Here is how you can make your sales handover smoother immediately.

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Pushing back to Sales and Product (and how it helps your relationship)

Do you want to be taken more seriously as a Customer Success Manager? You need to push back. Here’s how and why pushing back will help you collaborate better with your colleagues.

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What is a Customer Success Manager?

What does a Customer Success Manager do? And what skills do they need? What career opportunities do they have?

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What is Customer Success Management (CSM)?

What is Customer Success Management? How is it connected to Marketing and Sales? And how can businesses benefit from it?

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Doubting the golden rule – how to speak about competition?

Don’t talk bad about your competition. End of story. I am asking why? And how should I talk about them instead?

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Prevent churn by identifying and killing the 17 customer churn types

Keeping your customers is key to surviving a crisis (like COVID-19). But even if your organization doesn’t show any symptoms – it might already have caught some nasty churn germs. Learn more about the 17 Churn Types and how to prevent them in this article.

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Do you play like a pro team, or like the amateurs?

Where I live, you can find orange balloons hanging on every corner. It’s this time again – the European football championship. Customer Success is a …

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Your dev team is full of gems

How close are you with your developers? I’m asking because in most companies, CS is really close with Sales. Marketing. Product. But rarely with the …

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Can showing off Customer Success be THAT easy?

The best marketing folks I’ve worked with are the ones that understand how much value CS brings to the table. And yes, it’s not easy …

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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 do is lure people in, and sell them something they don’t need. We tell us …

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I wish my customers were focused on my product…

How often have you felt like your customer doesn’t really have time for you? They are busy, after all, and we don’t want to be …

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But what is the ROI of CS?

I need you to know: You are valuable to your business. Please never doubt that. I’m telling you this because I know that Customer Success is often …

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Sales tactics ruin your upselling. Here’s why.

Last week, I shared my opinion on the relationship between Sales and CS when it comes to upselling. This week, I want to share a …

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Customer Success just shouldn’t upsell… right?

It’s almost a religious question. Should Customer Success also take care of upselling or not? The 2 schools of thought go along these lines: – …

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If someone only told me these things when I started as a CSM

On my first day as a Customer Success Manager, I was confused. Isn’t *everyone* responsible for our customers’ success? (don’t laugh!) I just sort of …

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Better decisions and a better relationship with Sales!

80% of your results come from 20% of the work. That’s the Pareto principle. For us in Customer Success, that means that we need to …

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I struggled finding a CSM for my team. Here’s how I fixed it.

Customer Success Managers are so hard to find! Hiring a Customer Success Manager can be a nightmare. It’s a young profession – and, especially here …

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Today, I want to share my 3 Customer Success questions for a better onboarding

I have to admit: I was never a big fan of hurdles and track racing. I always had this fear of falling over one of them, in …

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