The role of artificial intelligence in business is rapidly evolving, and customer success is no exception. As AI technology advances, it is poised to disrupt traditional customer success management (CSM) strategies in fundamental ways. Organizations that adapt will gain significant competitive advantages, while those that resist change may struggle to keep up. In this article, we’ll explore ten key ways AI will transform customer success in the next two years, with real-world examples illustrating each disruption. Additionally, we will discuss how the combination of these AI-driven changes will redefine the CSM function as a whole. Hyper-Personalization at Scale AI-driven analytics

Customer Success: The Key to Long-Term Business Growth Introduction: Why Customer Success is Essential for Business Growth Customer Success (CS) has evolved from a reactive support function to a proactive, revenue-driving strategy that helps businesses retain customers, increase revenue, and build long-term loyalty. In today’s competitive market, where acquiring new customers is expensive and retaining them is critical, an effective CS strategy is no longer optional—it’s a key differentiator. Why Customer Success Matters Businesses that prioritize Customer Success gain a significant competitive advantage by fostering long-term relationships with their customers. Retention is cheaper than acquisition, and CS

Training your Team’s Managers Part One Team Performance Management – The One Big Difference Let me start by painting a picture. This picture is of a very common scenario that affects very many people as they rise through the ranks of their chosen profession, and it goes like this: Perhaps you have worked hard within your profession over the past few years, and maybe you have gained a lot of expertize (a combination if knowledge, skills, and experience) in your subject matter area. It is likely that within this time you have been given various promotions, been

How Customer Success Management Enhances the Accounting Firm ExperienceA guest article by Edrian Blasquino Beyond providing accurate financial insights, modern accounting firms should strive to offer a holistic experience that exceeds client expectations. Customer Success Management (CSM) can change how accounting firms engage with and serve their clients. In this article, we explore the pivotal role of CSM in enhancing the accounting firm experience, fostering lasting relationships, and driving business growth. Understanding Customer Success Management As clients’ expectations evolve, so too must the approach of accounting firms. Today's clients demand more than accurate financial reports; they seek insights, guidance,

Your Dream Job is More Attainable Than You Think. Here’s Why A sponsored guest article by Jay Makarov, CEO of Talentway “Fierce.” If we had one word to describe the 2024 job market competition, that’s it.  And there are no signs of this changing in the near future. 500 to 1,000 candidates apply for one remote position.  If you’re applying for dozens of jobs to no avail, it’s because every posting is pulling these numbers. You’re one in 1,000, and that makes it near impossible to capture a hiring manager’s attention. Now…imagine you’re a top-1% candidate for

The Importance of a Customer Success Plan Why Bother with Planning At all? A fine old saying that is often quoted within the armed forces is ‘If you fail to plan then you’re planning to fail.’, meaning of course, that if you just go out there and do stuff rather than taking the time to create a plan first, the chances are you will either fail entirely, or at least not get where you wanted to in the shortest timescale and with the greatest results and least resistance. Another saying that is on similar lines is that

Customer Success Management and Revenues – An Alternative Perspective There has always been some discussion within the Customer Success Management community regarding the role that our profession does or should play when it comes to revenue generation. The level of this discussion and the ratio of those who appear to believe that Customer Success Management should indeed be a source of revenue generation for the organization has increased over the years. This is perfectly understandable. As a relative newcomer, Customer Success Management has always had to fight to prove its value to the business, and to defend itself

Become the CEO of Yourself Introduction Many years ago, I attended a self-employed/small business workshop, and whilst I cannot remember anything else from this particular workshop, one nugget of inspirational wisdom that I came away with which has remained with me to this day is this: Ultimately, we are each responsible for our own thoughts, deeds and actions, and we each need to step up to the plate and take that responsibility seriously. To put it in simple terms: To succeed in life, I need to become the CEO of Myself. Ambitions and Responsibilities Everyone

Customer Success Management Leadership & Management Just like any other business function, customer success management needs to be managed and led. Included within this “management and leadership” requirement are a number of essential components that must be got right.  Our contention in this article is that rather than relying upon chance for this to occur, businesses should be putting effort in advance into determining their true management and leadership requirements, and then developing their recruitment and retention policies and processes around the maximum chances of attaining those requirements. This short article will briefly explore each of these components.

The Value of Professional Certification in Customer Success Management Part One: Managing Customer Success Management Complexity Every job role from the most basic to the most challenging requires a level of capability from the performer in order for that job to be completed to an acceptable standard. The levels of those challenges and the standards by which performers are measured may vary quite considerably. For example, one would expect both a much greater level of technical expertize and physical ability, plus a much higher standard of scrutiny and evaluation for jet fighter pilots than for say, ice-cream vendors,

Revolutionizing Customer Success: Integrating Modern Web Frameworks for Enhanced User Experiences A guest article by Edrian Blasquino If there’s one word that encapsulates the end goal of all digital platforms, it’s “convenience”. Yes, it’s essential for things to work as intended, and for them to serve a function, but that’s all a given. The competition lies not in what the platform does, but how easy it is to use it. User experiences are now at the forefront of every digital platform’s goals. Put yourself in a customer’s shoes. With how much information is out there, they can only

The Impact of Digital Transformation on Customer Success in Traditional Businesses A guest article by Oz Moving An impressive 89 percent of large companies across the globe have implemented a digital transformation strategy. Regardless of your business’s size or scope, you, too, can benefit from digital transformation. If you’ve been holding out on adopting new technology and digitizing your business, now is an excellent time to change your mind. Learn more about the impact of digital transformation and how it can positively influence your business below. Understanding the Digital Transformation Landscape Digital transformation refers to the

Do Not Become the Concierge Eight Things the Customer Success Team Should Do in a Recession - Part 8 Overview There were a lot of great points made in my recent interview with Nick Mehta, CEO of Gainsight, but there was one aspect of the interview in particular that I think was particularly important. This was the part of our conversation when we discussed the role of the Customer Success Management team during a recession, or during any period of uncertainty where businesses are tightening up budgets and only performing essential activities due to fear of an