Customer Success Tips & Advice

Looking for advice and best practices on Customer Success and customer management? Follow Keeping CS Simple.

Take Credit for Your Impact or Someone Else Will

I know you're doing great work ... Does everyone in your company know? One of the biggest misses I see from professionals, especially...

Stop Letting Your Sales Team Define Your ICP: CS Leaders It's Time to Lean In

Hey Customer Success friends ... STOP LETTING SALES DEFINE YOUR IDEAL CUSTOMER PROFILE! I love chatting with CS teams about Customer Fit,...

Your Customers Are On PTO, Now What?: How to Get Ahead of Your December Renewals

Ready or not we are in the Q4 holiday season! I'm sure you're planning your own PTO - Few days surrounding Thanksgiving, maybe a week off...

Get Started on the Right Foot: Knowing What You Don't Know

You only have one chance to make a first impression and when it comes to starting your relationship with a new customer it's important to...

Anatomy of a Good Follow-Up Email

As a CSP you are probably meeting with your customers on a regular cadence, maybe weekly during onboarding and then bi-weekly or monthly...

Have You Been Ghosted? 5 Tips to Help You Engage Dark Customers

It's been two weeks and 4 emails since you've heard from your customer, looks like you've been ghosted? Now yes, it's possible they are...

Setting Your Week Up for Success as a Customer Success Manager

As a Customer Success Professional there is never a shortage of things to do; in fact there is usually more to do than time permits. So...

Agenda vs. Objective: Why Your Customer Meeting Needs Both

You'll hear most people make the recommendation that every meeting, especially customer meetings, should have a clear meeting agenda, and...

Onboarding Ownership: Dedicated Team vs. Customer Success Management

Many organizations spend a lot of time trying to determine who should manage Customer Onboarding. These 5 factors can play a part.

Early Arrival: 4 Reasons to Introduce Customer Success in the Sales Cycle

As a former Customer Success Professional, there were several times where I wished I was invited to participate in the sales process to...

Forget the Onboarding Kickoff, it's all about the Partnership Kickoff

For years Customer Success teams moved customer right from the sales cycle right into Onboarding without using this transition to align...

Sales to Customer Success Knowledge Transfer: The Most Critical Internal Discussion

The Sales to Customer Success handoff is a critical step in the Customer Journey. If the Customer Success team cannot be involved in the...

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