Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. Expanding the team is not always the right answer to address scale and impact. Often,... read more →
Are you a Customer Success Manager (CSM), Customer Success Operations (CS Ops) team member, or just someone with a penchant for processes and systems that are just beautifully elegant and... read more →
An effective Customer Success strategy requires that the entire company is focused on delivering the best customer experience. Gainsight administrators play a crucial role in Customer Success Operations (CS Ops)... read more →
When thinking about CS Operations, it's best to think first about how the motion of operations works overall in a company. Generally, when you consider operations, you think of the... read more →
So, you want to be a CS Ops Professional? Well, have you been paying attention to the job market? If so, you may have seen the recent uptick in interest... read more →
Organizations create Customer Success teams to increase NRR, and we’ve recently published research showing that NRR drives valuation. But then, organizations find that the baseline impact of simply having a... read more →
With Customer Success now essential for millions of organizations in nearly every industry, the debate has evolved from “if and why” to “how and how quickly” a business can implement... read more →
Business Operations was one of my favorite courses in business school. I still put on my operations cap when I think about how quickly fast fashion giants such as Inditex... read more →
One of the best parts of the Customer Success community is the feeling that we are all in it together as CS evolves. No one is an expert, and everyone... read more →
There is nothing better than “geeking out” with fellow CS Ops people. Much like Customer Success five years ago, we’re still figuring out how to define excellence. I’m fascinated by... read more →
