Leadership & strategy

Breaking through to the C-suite in any business function is often regarded as the ultimate milestone. For customer experience and customer success leaders, forging strong connections with the C-suite isn’t just beneficial – it’s mission-critical....

The ability to provide constructive feedback to your team is an important skill that any customer success leader must master if they’re to build and retain a high-performing team....

Wondering how to educate your executive teams on the importance of customer success? Curious about navigating career paths to the CCO role? What about balancing revenue and profit, and integrating support and services into the customer journey?...

Hiring the right Head of Customer Success? Well, that’s crucial for any organization looking to enhance customer satisfaction, reduce churn, and drive growth. This guide presents 19 key interview questions designed to assess candidates for this vital role. Each question is accompanied by:...

Too often, culture is seen as fluffy or secondary to tangible business goals. But the reality is, culture should never be an add-on – it must be an integral part of how we lead our teams....

As a customer success leader, I can't emphasize enough the importance of having a solid onboarding process for new Customer Success Managers (CSMs). Just like we strive to deliver an amazing experience for our customers, setting up our employees for success from day one should be a top priority....

Do you ever wonder how the intricate elements of customer success impact your go-to-market (GTM) strategy? Understanding this relationship is crucial for businesses aiming to enhance customer engagement and drive growth....

As a customer success professional, you know firsthand the constant challenge of keeping customers engaged and motivated throughout their journey with your product or service. Gamification presents a powerful solution to this problem....

The first foray into leadership is always a pivotal moment in anyone’s career, a culmination of years of hard work and dedication. However, like most of life’s new milestones, all too quickly, it becomes the beginning of a brand-new journey – often within a very short timeframe....

There's a colossal difference between leaders and managers. While managers are there to enforce processes, ensure compliance, and make sure people are hitting their KPIs, leaders work for their team...

My name is Michelle Wideman. Guess what? I think I have the best job in the world! That’s because I’m the Chief Customer Officer at Onna. Why’s it the best job in the world?...

As a CS leader, there’s a responsibility to set the standard through your actions. Fundamentally, any big change needs to come from the top. To ensure each customer interaction counts and your whole company recognizes and values each customer interaction, this needs to come from the C-suite....

A company's success hinges on the satisfaction and success of its customers. But what does it mean to monetize customer success operations? How can businesses focus on delivering genuine value to their clients, while also improving their bottom line?...

We’ve all heard of change management, and we understand that at any given point in time, every organization is going through some sort of change. In this article, we'll take you through how to navigate change with a transformation philosophy....

I consider myself a reformed salesperson. That’s not to disparage sales, but I always wanted a little bit more, so after nine years in sales, I made the leap into customer success (CS). Since then, I’ve had incredible opportunities to build CS teams from the ground up....