Blog
Results from the Churnzero “Customer Success Leadership Study” – Abby Hammer – Part 1
Results from the Churnzero– Customer Success Leadership Study Part 1 Key topics include: Research study on CS Leadership Issues faced by CS Leadership Growth and evolution of Customer Success around the world Four areas of CS leadership Roles and responsibilities of CS Leaders within the organization How Customer Success influences the organization Communication process on Customer Success leadership Panel Members: Rick Adams., CEO, Practical CSM Abby Hammer., CCO, ChurnZero
Customer Communities – Why Bother? – Rants & Musings with Rick Adams
Customer Success Rants and Musings – Customer Communities; Why Bother? Key topics include: Why create a "customer community"? Investments in customer community platforms Pros in community services Community-acquired knowledge for Customer Success Management Panel Member: Rick Adams., CEO, Practical CSM
“Sellosophy: The Art and Science Behind B2B Sales and Business Development” – Ariel Feder – Part 3
The final part of the 3-part series, Sellosophy: The Art and Science behind B2B Sales and Business Development Key topics include: How does Sellosophy apply in managing accounts for CSMs? What lessons can CSMs learn from the philosophy of sales? Understanding the motivation of customers (what do customers want?) The role of community and teams in Customer Success Panel Members: Rick Adams, CEO & Founder, Practical CSM Ariel Feder, Author of Sellosophy: The Art and Science behind B2B Sales and Business Development
Do you feel CSMs are better served by being aligned by industry? – Rants & Musings with Rick Adams
Customer Success Rants and Musings – Do you feel CSMs are better served by being aligned by industry? Key topics include: CSMs' involvement in the community industry Experiences in the industry world Building trust relationships with customers Sharing multi-disciplinary ideas Better alignment of Customer Success Management in the industry Panel Member: Rick Adams., CEO & Founder, Practical CSM
“Sellosophy: The Art and Science Behind B2B Sales and Business Development” – Ariel Feder – Part 2
The second part of the 3-part series, Sellosophy: The Art and Science behind B2B Sales and Business Development Key topics include: What should you look into when recruiting or hiring Customer Success professionals? Industry expertise and its role in Customer Success Management (CSM) Motivating and activating a team (for Customer Success Managers and Leaders) Panel Members: Rick Adams, CEO & Founder, Practical CSM Ariel Feder, Author of Sellosophy: The Art and Science behind B2B Sales and Business Development
Increasing Renewals with Sticky Content – Rants & Musings with Rick Adams
Customer Success Rants and Musings – Increasing Renewals with Sticky Content Key topics include: Adoption approaches and engagement strategies to stick renewals on Customer Success Building "peer-to-peer" community Expert consultations Customer assessment Panel Member: Rick Adams., CEO & Founder, Practical CSM
“Sellosophy: The Art and Science Behind B2B Sales and Business Development” – Ariel Feder – Part 1
The first part of the 3-part series, Sellosophy: The Art and Science behind B2B Sales and Business Development Key Topics: Background of Sellosophy: The Art and Science behind B2B Sales and Business Development Role of Sales in Customer Success (Business-to-Business; B2B) Understanding customers and their problems (complexity of customers, challenges, and portfolio) What is the difference between Sales and Customer Success Management? Panel Members: Rick Adams, CEO & Founder, Practical CSM Ariel Feder, Author of Sellosophy: The Art and Science behind B2B Sales and Business Development
The Role of Data in Customer Success Management – Prithwi Dasgupta – Coffee Bar Conversations
The Role of Data in Customer Success Management Key topics include: Data as a tool in Customer Success Management Research and data analysis in CSM Role of technology in a data-driven business Decision-making process Panel Members: Rick Adams., CEO & Founder, Practical CSM Prithwi Dasgupta., CEO & Founder, SmartKarrot Inc.
My Role at PracticalCSM – Marek Malinowski – Coffee Bar Conversations
My Role at PracticalCSM – Marek Malinowski – Coffee Bar Conversations Key topics include: How I Started at PracticalCSM Changes in My Roles at PracticalCSM How I See Customer Success Before and After working at PracticalCSM How PracticalCSM.com differs from Others Panel Members: Rick Adams, CEO & Founder, Practical CSM Marek Malinowski, COO, Practical CSM
“Automated CS” is not “Lower Quality CS” – Rants & Musings with Rick Adams
Customer Success Rants and Musings - Automated CS is not lower quality CS Key topics include: What is "automation"? Delivering Customer Success services Customer Service approaches Advantages of automated customer services Panel Member: Rick Adams., CEO & Founder, Practical CSM
SMART Objectives – Rants & Musings with Rick Adams
Customer Success Rants and Musings – SMART Objectives Key topics include: What is an "objective"? How do objectives differ from goals? Identifying SMART objectives of Customer Success Management Outcome requirements for Customer Success Panel Member: Rick Adams., CEO & Founder, Practical CSM
Tips for Great Storytelling – Rants & Musings with Rick Adams
Customer Success Rants and Musings – Tips for Great Storytelling Key topics include: Transferring knowledge through stories Influencing stakeholders for Customer Success What should be included in the story How to put together a "story." Panel Member: Rick Adams., CEO & Founder, Practical CSM
Why Renewal Decisions are NEVER a Surprise? – Rants & Musings with Rick Adams
Customer Success Rants and Musings – Why Renewal Decisions are never a Surprise Key topics include: Roles of CS manager on customer renewal Customer outcome attainment monitoring Tracking financial performance team collaboration Churn prevention Panel Member: Rick Adams., CEO & Founder, Practical CSM
Why Customer Success Platforms Have It All Wrong – Jake Sorofman – Part 3
Do the Current Customer Success Software Platforms Have it All Wrong? My podcast guest Jake Sorofman thinks so! Jake is President of MetaCX - an Indianapolis-based startup that has raised just under $25m dollars to pioneer a new, outcomes-based approach for managing the entire customer lifecycle by transforming how suppliers and buyers collaborate and win together. The podcast title is “Why Customer Success Platforms have it All Wrong” and you really do NOT want to miss this controversial conversation!
The Subtle Art Of Saying NO! – Rants & Musings with Rick Adams
Customer Success Rants and Musings – The Subtle Art of Saying NO! Key topics include: Understanding different characters and personalities for Customer Success Analyzing customer's level of importance Keeping a constant schedule for customer interaction Factors affecting customer availability Self-reflection, worth, and value Customer's approach Panel Member: Rick Adams., CEO & Founder, Practical CSM