Category: CS Operations
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Proficient CS Ops Begins With Clear Ownership Responsibilities
Fresh eyes: help to see things anew. Sometimes when we are so close to something, we cannot see it for what it is. Or we get so into the details that we can miss what’s important: what does CS Ops actually and and what are their responsibilities? We can’t see the forest from the tr—I…
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Gainsight Pulse 2023 – Customer Health Scoring
I had the honor of sharing many of our learnings (bumps and bruises, especially!) on our Customer Health Scoring approach. Here is the recording (45 minutes including Q&A).
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What is Strategy? Examples In Customer Success
I was introduced to the book Good Strategy, Bad Strategy through Dave Kellogg in his book review. Before this, “strategy” was a term once used to sound smart, to appear capable, and to act confidently. I believe it still is. So when I came across the book, I devoured it and re-read sections (unusual for me). Below is what I’ve…
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PROVE Value to Your Customers
Visibility into customer accounts always seemed to the “holy grail” of Customer Success. While a fully-fledged Customer Health Score can require years of work and refinement, here are some ways to get started and finding value in 1-2 months (or less!). My company recently completed the first version of our Account Health Scoring methodology (more…
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You Are Building a Case Study
“You are building a case study here.” My boss told me this. It has stuck with me. It is an explicit reminder that we do not hire people to accomplish the same initiatives as their previous employers to replicate here — copy and paste does not apply. Our growth is a different target market. The team…
Jeff Beaumont 