I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. After spending over 15 years in…

This post was originally posted on The Success League’s Blog “What are your priorities?” asks a tentative customer success manager. All they get back in return from the client is a puzzled look over Zoom, and silence. The now frazzled CSM tries again: “What outcomes are you looking to achieve?”…

Do Customer Success teams really need a mission? Your company also has a mission statement (or they should). Isn’t that enough? It’s also fairly obvious what a Customer Success team needs to do. You have to help your customers and provide value. …

This post was originally posted on The Captivate Collective website. March 11, 2020, was a warm and sunny day with a beautiful blue sky. I had just enjoyed a relaxed lunch at a sushi restaurant just north of San Francisco with my client. As we devoured our sushi tacos, sashimi…

This post was originally posted on The Success League. “I can’t believe that customer is going to churn! Their usage looks great and we’ve met a few times recently. This was a complete surprise.” This conversation happens too often within many Customer Success (CS) organizations. The root cause of churn…