Our completely revamped 3-week CS Leadership: Strategy & Scaling program kicks off next week, 7th October. This is one of the most impactful programs we offer because it goes beyond theory, focusing on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to master to drive real business impact. We’ll dig into aligning with your company’s high-level objectives (NRR, LTV, etc.), building a high-performing team, and ensuring your Org and...
18 days ago • 1 min read
I'm on a flight to San Francisco and the person to my left is talking to their colleague trying to find a time for both of them to meet with a customer. I glanced over and saw their calendar and... OMG! Back to back to back meetings, all day, every day. Completely full. Unsustainable. Even worse, it really seemed to be a source of pride for them. Now, I don't know the nature of their business and I didn't keep looking - I got a sense of it and I looked away - but their calendar looked just...
about 2 months ago • 1 min read
HEADS UP - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. As I've been saying, meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we understood this better, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type was Direct Cost, or the cost of the CSM or other contributor's time, including the...
about 2 months ago • 1 min read
HEADS UP! - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. Meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we better understood their cost, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type is: Direct Cost: This is the actual cost of your CSMs' and other contributors' time on the call....
about 2 months ago • 1 min read
Our 2-week Success Plan training and certificate program starts this Monday, August 19, 2024. This program for CSMs is all about working with customers in that "ongoing" phase of their lifecycle. As you know, this is the lifecycle phase where momentum is lost, engagement suffers, and customers often operate without direction. This program fixes that by teaching you: Ongoing Goal Discovery Meeting Prep and Brainstorming How to use Progress Milestones Objection Handling Joint Accountability And...
2 months ago • 1 min read
TL;DR - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. Meetings are the most expensive thing we do in Customer Success—both in actual and opportunity cost—yet most of them are a waste of those resources. If you’ve mastered meetings—getting attendees interested, setting up agendas, using async carveouts, self-service deflection, and ensuring proper follow-up—feel free to skip this workshop. You’re good. But if you’re...
2 months ago • 1 min read
Our 2-week virtual Success Plan training and certificate program starts on Monday, August 19, 2024. This program for CSMs is all about working with customers in the "ongoing" phase of the lifecycle; you know, after Onboarding and Adoption but before Renewal This is the lifecycle phase where momentum is generally lost, engagement suffers, and customers often operate without direction. This can lead to churn, but more often leads to contraction at renewal (revenue churn) and definitely keeps...
2 months ago • 1 min read
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
4 months ago • 1 min read
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the...
4 months ago • 1 min read