Operations - Customer Imperative

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Tag: Operations

Customer Experience

Scaling customer success: how a RACI matrix can take you from chaos to seamless coordination

There’s an old saying that “a camel is a horse made by a committee,” suggesting that teams make a mess of things that individuals could handle just fine. Learn More ›

By Jeff Breunsbach

5 Customer-centric Processes to Begin Immediately

Through our work with dozens of growth-stage, B2B SaaS companies and conversations with hundreds of execs and CS leaders we've identified a handful of processes that can move the needle quickly. Learn More ›

By Jay Nathan

Customer Retention

Grow Faster with a Customer-First Approach

Customer Success teams are looking to harness data to produce insights they can act against to reduce customer churn and increase satisfaction and upselling opportunities. Learn More ›

By Jay Nathan

Cindy Zhou, LogRhythm

Jeff and Jay sit down with Cindy Zhou, Chief Marketing Officer at LogRhythm (Former CMO at Level Access), where their security intelligence and analytics platform enables organizations to detect, contain and neutralize cyber threats with threat lifecycle management. She’s a pioneer of a cross-functional approach to Customer Success and connecting every department, from product to […] Learn More ›

By Jeff Breunsbach

CS Operations Webinar with Jason Conrad

Jason Conrad, product marketing and customer success expert, teams up with Cori Pearce, Marketing Director at ChurnZero to discuss all things Customer Success Operations. Jason lays out how Customer Success can drive revenue and how to ignite, structure, and grow CS Ops in your organization. Learn More ›

By Jeff Breunsbach

Customer Success

Are your CS efforts trending alongside your growth?

“If you don’t know where you’re going, you might wind up someplace else.” —Yogi Berra Learn More ›

By Willow Moellering

3 Reasons to Invest in Customer Success Operations

Customer Success Operations (CSO) is a much newer invention, and it plays a vital role in ensuring that Customer Success (CS) is doing the right things and headed in the right direction. In short, CSO teams are responsible for building and executing those data-driven processes that keep customers coming back and turn them into promoters. Learn More ›

By Jason Conrad

Lisa Pratt, Kronos

Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and helped lead Kronos through a massive transformation in relation to their business model. Learn More ›

By Jeff Breunsbach

Why Its Time to Build a CS Ops Role - Q&A Part 2

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”. Learn More ›

By Jason Conrad

Are You Practicing Your Company’s Core Values?

Ben Bunting, Manager of ConnectWise Control Sales, talks about three ways organizations can ensure their core values are active within their company culture. Learn More ›

By Jeff Breunsbach

Customer Imperative adds Sheryl Hawk, VP of Customer Success at Agari, to Board of Advisors

Sheryl will provide her expertise as Customer Imperative scales the organization. Learn More ›

By Jeff Breunsbach

Growing and Scaling Customer Success

Designing and implementing customer success for B2B SaaS. Learn More ›

By Jay Nathan

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