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By Russell Bourne
“Be more strategic”. Are we really still saying this in Customer Success? According to quite a bit of content I’ve seen lately, yes. Clearly, the advice of the past hasn’t stuck, and we need a fresh look at how to accomplish a simple, targeted focus in our work.
By Kristen Hayer
When budgets tighten, coaching is often one of the first investments to go. Next to headcount and software, it can look like a nice-to-have, and its value doesn't show up on a dashboard. I understand the instinct, but I think it leads companies to cut the thing that wo...
Your strongest CSMs are often rewarded with bigger books, tougher customers and higher expectations, but not always the coaching to match. Give them a coach in their pocket to help them prepare for the con...
By Kristen Hayer
Ask a CS leader about their week and you'll hear a familiar list: coaching calls with CSMs, reports for the executive team, a customer escalation that needed attention right now, and meetings stacked back to back that somehow still leave the important conversations unf...
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