2024-04-22 15:15
The Importance of a Customer Success Plan
Why Bother with Planning At all?
A fine old saying that is often quoted within the armed forces is ‘If you fail to plan then you’re plan… Read More
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Our comprehensive, framework-based, online certification courses, training webinars and consultancy services enable your entire team to work to a consistently high quality standard. It covers all aspects of the customer success role in order to increase productivity, efficiency and quality.
As a Team Manager you will be able to set meaningful learning targets for your existing and new team members. We will help you to motivate and inspire your team to learn new skills, to grow their knowledge base, and to enhance their overall performance.
You will find it far easier than before to onboard new team members and get them up to speed quickly.
Our reporting module helps you manage and coach your team, and will generate the evidence you need to prove the ROI from your training investment.
2024-04-10 08:17
Customer Success Management and Revenues – An Alternative Perspective
There has always been some discussion within the Customer Success Management community regarding the role that our… Read More
2024-03-14 14:34
Become the CEO of Yourself
Introduction
Many years ago, I attended a self-employed/small business workshop, and whilst I cannot remember anything else from this particular workshop, one nugg… Read More
2024-02-16 12:55
Customer Success Management Leadership & Management
Just like any other business function, customer success management needs to be managed and led. Included within this “management… Read More
2024-02-15 13:04
The Value of Professional Certification in Customer Success Management
Part One: Managing Customer Success Management Complexity
Every job role from the most basic to the most challenging re… Read More
2024-02-15 12:59
Revolutionizing Customer Success:
Integrating Modern Web Frameworks for Enhanced User Experiences
A guest article by Edrian Blasquino
If there’s one word that encapsulates the end goal… Read More
2023-12-18 15:31
The Impact of Digital Transformation on Customer Success in Traditional Businesses
A guest article by Oz Moving
An impressive 89 percent of large companies across the globe have implemented… Read More
2023-12-15 15:37
Do Not Become the Concierge
Eight Things the Customer Success Team Should Do in a Recession – Part 8
Overview
There were a lot of great points made in my recent interview with Nick Meh… Read More
2023-11-30 14:56
Contracts to User Guides: Elevating Customer Touchpoints with Advanced Document Solutions
A guest article by DocFly
Research from Adobe shows that 97 percent of organizations have minimal di… Read More
2023-11-30 11:13
Tasting Success: 7 Reasons Why You Need to Walk in Your Customers’ Shoes
A guest article by Carmel Granahan, Head of Customer Success and founder of Unify Success
Close your eyes and i… Read More
2023-11-30 10:23
Make Your Product an Essential Need
Eight Things the Customer Success Team Should Do in a Recession – Part 7
Overview
There were a lot of great points made in my recent interview with… Read More
2023-10-10 15:12
Leverage the Power of Client Communities
Eight Things the Customer Success Team Should Do in a Recession – Part 6
Overview
There were a lot of great points made in my recent interview… Read More
2023-10-10 13:07
The Power of Asking: Uncovering the Why Behind Customer Churn
A guest article by Carmel Granahan, Head of Customer Success and founder of Unify Success
I’m a big believer in “It… Read More
2023-09-28 13:52
Customer Success Technology Tips for Leaders
a guest article by Jared Orr
As Chief Customer Officers, VPs of Customer Success, and other senior-level Customer Success Managers, you know that… Read More
2023-09-27 12:38
Training, Certification, & CPD Trends in Customer Success Management in 2023
Throughout 2023 we have been conducting a survey of senior leaders within the global Customer Success Managem… Read More
2023-09-19 10:29
Automate Customer Success Management
Eight Things the Customer Success Team Should Do in a Recession – Part 5
Overview
There were a lot of great points made in my recent interview with… Read More
2023-09-18 15:49
Mastering the Art of Virtual Customer Success Meetings
Key Techniques and Presentation Best Practices
a guest article by Kasper Vardup from Slideworks
In an era where remote work has swiftly… Read More
2023-08-29 11:37
My Customers Are Ghosting Me, What Do I Do?
A guest article by Carmel Granahan, Head of Customer Success and founder of Unify Success
We’ve all heard of Ghosting in dating. The guy/gir… Read More
2023-08-22 09:11
Unlocking Growth Beyond SaaS
The Role of Customer Success Management in Diverse Organizations
In the ever-evolving landscape of business, the concept of Customer Success Management has trans… Read More
2023-08-17 11:07
Use Process to Create Efficiency
Eight Things the Customer Success Team Should Do in a Recession – Part 4
Overview
There were a lot of great points made in my recent interview with Nic… Read More
2023-07-26 09:55
Measure and Prove the Value
Eight Things the Customer Success Team Should Do in a Recession – Part 3
Overview
There were a lot of great points made in my recent interview with Nick Meh… Read More
2023-07-26 09:52
Myth Busted: CSMs Can Do It All.
How to Avoid Quiet Quitting in Your CS Team
Most companies take CSMs’ ability to build strong customer relationships while driving upsells forward for… Read More
2023-07-14 08:54
Ten (10) Steps to a Successful Renewal
Customer Success is the cornerstone of a successful business. It is the practice of ensuring that your customers achieve their desired outcomes while… Read More
2023-06-29 08:00
The Importance of Continuous Learning in Customer Success for SaaS
Cast your mind back ten or 20 years, and companies offering software as a service (SaaS) didn’t even exist. Today, th… Read More
2023-06-14 12:07
When Should a Startup Build Its CS Team and Strategy?
With today’s customers being smarter and more demanding than ever, customer success has become critical, especially if you have a… Read More
2023-05-30 13:58
How to Drive Your Customer Success Team to Excel
4 Ways to Improve a Customer Success Team
Managing a successful customer success team can be a challenging task. The needs of your team will… Read More
2023-05-19 10:28
We are thrilled to share that over 50,000 students (in fact 63,520 to be precise) have successfully completed our Customer Success Fundamentals online self-study training course on LinkedIn… Read More
2023-05-10 08:52
Book Club
The Chief Customer Officer Playbook in Action: How to Have Better Goal Setting Discussions with your Manager
Join Rod Cherkas, author of the best-selling book The Chief Customer Of… Read More
2023-05-08 15:08
Unlocking Success with Customer Engagement
How a Customer Success Manager Knows What Works Best!
What is Customer Engagement?
Customer engagement is a process of fostering… Read More
2023-05-03 15:59
Address Your Client’s Current Priorities
Eight Things the Customer Success Team Should Do in a Recession – Part 2
Overview
There were a lot of great points made in my recent inte… Read More
2023-04-28 08:35
6 Ways Emotional Intelligence Can Make a Positive User Experience
Improving Customer Satisfaction and Experience through Customer Success Management
Emotional Intelligence: What is it? … Read More
2023-04-28 08:24
Effectively Handling Customer’s Renewal Objections in Customer Success Management
Customer objections are a common occurrence in Customer Success Management. A customer who objects aga… Read More
2023-04-25 14:30
Proactively Offer Your Help
Eight Things the Customer Success Team Should Do in a Recession – Part 1
Overview
There were a lot of great points made in my recent interview with Nick Meh… Read More
2023-04-13 13:05
5 Factors Affecting Customer Satisfaction
Customer satisfaction is one of the most important elements to consider for Customer Success. Companies need to understand what factors can impact a… Read More
2023-04-13 12:47
Maximizing Community in Customer Success Management
Effective Customer Success Managers know that creating and maintaining a strong sense of community among their customers is essential to e… Read More
2023-03-23 17:00
Why Frameworks Succeed
Reproducing Great Outcomes
Einstein is supposed to have defined insanity as ‘doing the same thing over and over and expecting different results’. So… Read More
2023-03-15 15:24
How can Customer Success Management Training and Certification Help YOUR Company to Grow Revenues?
What is Customer Success Management?
Customer Success Management is an approach… Read More
2023-03-15 15:05
Thinking Like a CEO
How Smart CS Leaders Foster Success
Are you a Customer Success Leader looking to take your team and customers to the next level while making an impact on your organizatio… Read More
2023-03-15 14:51
Data is the new Oil
The more you refine it, the more valuable it becomes.
An old business partner once told me, a business with one window for paying out, and five windows for p… Read More
2023-02-28 11:00
7 Essential Steps for Customer Success Managers to Create a Successful Customer Journey
What is the Customer Journey?
The Customer Journey is a holistic approach to understanding… Read More
2023-02-22 12:38
What is a Customer Success Manager?
Why should I want to be one?
“This is a non job!”
“It’s just another sales job; I don’t want to be a salesman with an… Read More
2023-02-16 11:50
Community and Customer Success in 2023
Three (3) 2023 Predictions on Community and Customer Success Management
Customer Success is essential for businesses to thrive in the moder… Read More
2023-01-26 17:00
Utilizing Data and Technology to support Customer Success Management efforts
The role of data and technology in Customer Success Management
Data in Customer Success Manage… Read More
2023-01-26 16:26
How Customer Success Managers Can Reduce Churn and Increase Retention in 2023
Churn, or customer churn, is the term used to describe when customers decide to stop doing business with a… Read More
2023-01-23 14:05
Customer Success Manager Salary Levels
Are you getting paid fairly for Customer Success Management?
What it takes to be a Customer Success Manager
To be a great CSM, you need a combination o… Read More
2023-01-19 14:10
Melting Pot or Salad Bowl
Creating a Productive Team Culture
I have worked and managed at both ends of the behavioural spectrum. As a trader in London’s financial markets, I encountere… Read More
2023-01-19 12:50
Take Me to your Leader
Analysing leadership skills and qualities
Whatever your industry or sector, the number of competitors in your marketplace, each with their own value proposition and ea… Read More
2023-01-13 11:55
The 5 Whys – problem-solving for CSMs
Most of us have been confronted with either our own or other peoples’ small children repeatedly asking ‘Why…?’. This can… Read More
2023-01-11 10:12
She canna take anymore Cap’n’
Dealing with work overload, becoming more effective and meeting your goals.
You often hear that the wife is the last to know when their partner is h… Read More
2023-01-11 08:33
2023 for Customer Success Management
What Customer Success professionals should look forward to this 2023?
Customer Success has come a long way since its inception. In 2023, Customer Success… Read More
2022-12-19 13:43
Active Listening
A new application of the 80/20 rule
A few years ago, I had a very interesting lunch with a linguistics professor. His area of interest was AI speech recognition and understa… Read More
2022-12-09 13:18
Workload Pressure: Its Management for Success
3 Tips for Effectively Managing Workload Pressure
Customer Success Managers have a heavy workload.
Being responsible for the overall… Read More
2022-12-08 12:18
Overview
Thank you to all the Customer Success Leaders who have already contributed to our Customer Success Management Training & Certification Survey 2022/23. The good news is th… Read More
2022-11-25 12:17
I am delighted to have received the fantastic news from the recent CS100 Summit of having been awarded the status of one of the Top 25 Customer Success Influencers for 2022!
First and… Read More
2022-11-23 10:10
How to improve working relationships between colleagues?
Thanksgiving Special Edition
Thanksgiving is the time for appreciating the people around us. Commonly spent with our families a… Read More
2022-11-22 12:01
Built to Last
Creating customer relationships that will survive business downturns.
Recessions mean hard times for most businesses
Since the end of the Second World War, it is generally acce… Read More
2022-11-17 13:50
How to Support Change in Your Organization
Doing nothing is not an Option
Strictly speaking, the subtitle for this article is not entirely accurate since doing nothing is an option; it&rsquo&hell…Read More
2022-10-19 13:52
Three (3) Problems That May Affect Adoption Implementation
What hinders CSMs from effectively implementing adoption plans?
A Customer Success Manager takes a lot of time and effo… Read More
2022-10-18 12:01
The Role of AI in Transforming Customer Success
AI in Customer Success: How Data Science is Improving CS Teams
As technological advancements continue to shape our world, business… Read More
2022-09-27 08:58
Digital Customer Success: What is it, and why should you care?
Customer Success ensures that customers have found value in their purchase and will continue using the product or service… Read More
2022-09-13 13:42
What to expect being the 1st Customer Success Manager of an organization?
5 things to keep in mind when beginning a Customer Success function
Customer success has become an increasingly impo… Read More
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