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Journal

Tag: CS Leadership Office Hours

Closed-loop feedback programs that create engagement amongst your customers: Is NPS the holy grail?
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 ›
Your Customer Success Dashboard: What's on it?
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 ›
Transition between Implementation & Customer Success
CS Leadership Office Hours - Global Leadership Collaboration for Customer Success innovators. Every Thursday, 11:30am EDT. Learn More ›
Executive Business Reviews in Customer Success
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 ›
Customer success technology at early-stage B2B SaaS
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 ›
Success plans at mature-stage B2B SaaS
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 ›
CSM capacity and resource planning
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 ›
Leading indicators for churn
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 ›
Sales Transition and Collaboration tools between Product & Customer Success
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 ›
New Strategies, CS Platform, Renewals
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 ›
Changing metrics and strategies
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 ›
Contract flexibility options to discuss with your team
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 ›

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