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You can download your FREE Chapter One of my book Practical Customer Success Management here.
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Latest Article
Data-Driven Customer Success: Leveraging Metrics for Proactive Engagement
This article explores how data is transforming the role of Customer Success Managers (CSMs) from reactive problem-solvers to proactive, strategic partners. It outlines the key benefits of a data-driven approach—such as early risk detection, personalized engagement, and revenue growth—and provides a phased roadmap for implementing data analytics in CS operations. Real-world examples from Dropbox and Intercom demonstrate how metrics, automation, and predictive analytics can drive retention and expansion. The article also addresses potential challenges, including data overload and loss of human connection, and concludes by emphasizing the importance of balancing data with empathy in delivering effective Customer Success.
Latest Podcast
Data-Driven Customer Success: Leveraging Metrics for Proactive Engagement
This article explores how data is transforming the role of Customer Success Managers (CSMs) from reactive problem-solvers to proactive, strategic partners. It outlines the key benefits of a data-driven approach—such as early risk detection, personalized engagement, and revenue growth—and provides a phased roadmap for implementing data analytics in CS operations. Real-world examples from Dropbox and Intercom demonstrate how metrics, automation, and predictive analytics can drive retention and expansion. The article also addresses potential challenges, including data overload and loss of human connection, and concludes by emphasizing the importance of balancing data with empathy in delivering effective Customer Success.
Latest Video
Data-Driven Customer Success: Leveraging Metrics for Proactive Engagement
This article explores how data is transforming the role of Customer Success Managers (CSMs) from reactive problem-solvers to proactive, strategic partners. It outlines the key benefits of a data-driven approach—such as early risk detection, personalized engagement, and revenue growth—and provides a phased roadmap for implementing data analytics in CS operations. Real-world examples from Dropbox and Intercom demonstrate how metrics, automation, and predictive analytics can drive retention and expansion. The article also addresses potential challenges, including data overload and loss of human connection, and concludes by emphasizing the importance of balancing data with empathy in delivering effective Customer Success.