Moments of Truth
David Verhaag: What It Takes to Be Successful in CS
MoT #20: In this MOT, David Verhaag from Olifano talks about how he got his start in customer success and provides some insight into the skills and capabilities required for someone to truly be successful in a customer success role.
Gavin Cummings: Active Listening Skills for Customer Success
MoT #16: Gavin Cummings from OverOps talks about one of the most important aspects of customer success, active listening skills.
Sherrod Patching: SMART Objectives and the Customer Journey
MoT #15: Sherrod Patching, CCO of Leadspace, discusses the importance and value of using the SMART framework for driving and navigating the customer journey.
Bonnye Hart: The Guided Journey of Internal Onboarding
MoT #12: Bonnye Hart from thinQ applies the concepts of mapping and operationalizing a customer journey to the internal onboarding of new employees.
Michael Fluvio: Leveraging Benchmarking to Drive Adoption
MoT #11: In this MOT, Michael Fluvio from Procore talks about using benchmarking to drive the discussion and actions around adoption.
Shari Srebnick: Change Management and Customer Success
MoT #10: Shari Srebnick from Searchmetrics talks about how driving adoption and customer value realization is an exercise in change management and approaching it any other way is the folly of fools.
Will Toms: Adding Customer Success to an Existing $250M ARR Business
MoT #9: In this MOT, Will Toms from Rimini Street discusses how he and the team are working through the challenges of adding a customer success function, process and systems to an existing $250m revenue run rate business.
Lauren Hayes Brown: CS Focus Areas for Early Stage Startups
MoT #8: Lauren Hayes Brown from BloomAPI discusses the key operational aspects leaders should focus on when building out a Customer Success organization with an early stage company.
Susan Tran: Structuring Your CS Team for Efficiency & Scale
MoT #6: Susan Tran from Spoke discusses how to approach establishing and preparing yourself for effective and fiscally responsible scaling at an early stage while addressing multiple customer segments from SMB to the Enterprise.
Cole Sanders: Juggling Your Most Valuable vs. Most Vocal Customers
MoT #5: Cole Sanders from ClientSuccess discusses how to successfully balance your most valuable and most vocal customers.
Gavin Cummings: Military Teachings on Customer Success
MoT #4: Gavin Cummings from OverOps discusses a concept learned when training with the Seals during his time in the military which translates quite well to customer success.
Michael Buccellato: Focus On Time To Value in Onboarding
MoT #3: Michael Buccellato from Leanplum discusses the importance of time to value in onboarding and some strategies on how to be most prepared to drive fast time to value and deal with some of the challenges that might pop up during the process.