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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...