Journal

Almost all of us use NPS as a leading measure toward renewal. Many of us lean heavily on it, but it’s not without its own ‘detractors’! Is NPS really the be-all and end-all metric? Learn More ›

CS Leadership Office Hours is a 1-hour Zoom every Thursday at 11:30am EST. It connects B2B SaaS customer success leaders in an open-dialogue to solve challenges. Sign up here TOPIC Your Customer Success Dashboard: What's on it? We want to learn about what you report to your cross-functional peers, executive team and board to keep […] Learn More ›

CS Leadership Office Hours - Global Leadership Collaboration for Customer Success innovators. Every Thursday, 11:30am EDT. Learn More ›

CS Leadership Office Hours is a 1-hour Zoom every Thursday at 11:30am EST. It connects B2B SaaS customer success leaders in an open-dialogue to solve challenges. SIGN UP HERE TOPIC: Executive Business Reviews Enterprise (Greater than $50k ACV) Facilitator: Sheryl Hawk, Customer Imperative ONE ACTION TO IMPLEMENTBegin working with Champion to build an EBR that […] Learn More ›

If you'd like to join CS Leadership Office Hours please click here If you are looking for audio formats, subscribe to our Gain Grow Retain community podcast here RECAP There was a remarkably high degree of the participants using either Hubspot or Salesforce as their CRM. Salesforce was way more commonly used than I thought it would […] Learn More ›

If you'd like to join CS Leadership Office Hours please click here If you are looking for audio formats, subscribe to our Gain Grow Retain community podcast here RECAP Biggest questions on the mind of the group (I sourced this list at the beginning of the call so we knew where to focus and then we […] Learn More ›

If you'd like to join CS Leadership Office Hours please click here If you are looking for audio formats, subscribe to our Gain Grow Retain community podcast here RECAP Buckets of work to consider that ties to a customer - who are you assigning to do the work in each?  Commercial Business Domain Technical Relationship Consider […] Learn More ›

If you'd like to join CS Leadership Office Hours please click here If you are looking for audio formats, subscribe to our Gain Grow Retain community podcast here RECAP What are the leading Indicators of churn that you're looking to Identify?   Relationship breadth Relationship quality Engagement (product, community, content) Industry / Use Case Fit Business […] Learn More ›

This community of diverse customer success leaders continues to grow - this week was an amazing representation of over 150+ leaders on the call to share their insights. One big takeaway from Peter Lyon: Don't let your children cut your hair. Learn More ›

This week we had over 140 Customer Success Leaders exploring topics such as new engagement strategies, timing for customer success platforms and upcoming renewals. Learn More ›

With over 100+ leaders on the call the main topics to discuss were changing engagement strategies and how to adapt metrics for 2020 planning. Learn More ›

During Session 2 of CS Leadership Office Hours, the group opens up a new format to gather more opinions on contract flexibility during this pandemic. Learn More ›