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The Key to Long-Term Success 🗝️ In Customer Success, setting clear expectations is one of the most important steps you can take to...

🧯 How to Conquer Your Workload Without Burning Out That mountain of emails ⛰️ The missed updates. The backlog of tasks. We've all felt...

Turning client frustration into collaboration One of the most powerful things you can do when dealing with an upset client is simply...

Anyone in a client-facing role will admit (maybe not publicly), that dealing with an upset client can feel like one of the biggest...

Document Your Processes Early - Before You Think You Need To! It might feel like overkill when your team is small, but here’s why early...

Every company with customers needs a Customer Success (CS) framework. Here’s the thing: If your clients aren’t happy, they’ll share the...

When companies think about improving the customer experience, the fear is often: ❌ 𝗜𝘁’𝘀 𝘁𝗼𝗼 𝗱𝗶𝘀𝗿𝘂𝗽𝘁𝗶𝘃𝗲 ❌ 𝗜𝘁 𝘄𝗶𝗹𝗹...

A few days ago, I was at the bank when the clerk asked what I do for a living. When I mentioned that I’m a Customer Success consultant,...

Allison Pickens, Former COO of Gainsight The key to driving retention? It starts with asking the right questions during every client...

Becoming a customer-first team doesn’t require a massive overhaul—just small, consistent actions. Here are 10 ways to make the shift: 🔹...

Customer Success is often an afterthought in early-stage startups, but skipping CS can be (very!) costly 💰 Here are six pitfalls I see...

I encountered two scenarios that reinforced something we don’t talk about enough: the importance of asking questions. In Customer Success...

In Customer Success, truly “logging off” can feel impossible—customers have needs 24/7, and there’s always something that could use our...

In today's landscape, losing customers isn't just about lost revenue. Without a proactive Customer Success strategy, you're facing hidden...

it's all about the assist Too often, CS is seen as a 𝘱𝘰𝘴𝘵-𝘴𝘢𝘭𝘦 𝘧𝘶𝘯𝘤𝘵𝘪𝘰𝘯. In reality, CS plays a critical role in driving...

I’ve been privy to some crazy scenarios of bad management 🙄, and on the contrary, fantastic ones 👍 , so naturally, I've been thinking...

❤️‍🔥 𝘼 𝙥𝙚𝙧𝙨𝙥𝙚𝙘𝙩𝙞𝙫𝙚 𝙛𝙧𝙤𝙢 𝙩𝙝𝙚 𝙘𝙖𝙧𝙙𝙞𝙤 𝙬𝙖𝙧𝙙 After spending the past week in the hospital with a family member,...

I recently listened to  Demir Bentley on Pete Mockaitiss' fantastic podcast sharing his Win the Week framework—5 steps that can transform...