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Why do leadership and management keep misaligning (according to CCOs)In all businesses, leadership sets the direction. Sure, metrics come and go, often redefined depending on business priorities. But there can often be a disconnect. The C-suite sets a vision, and somew…
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CS-to-sales expansion handoff templateA working template for deciding who owns each stage of an expansion opportunity when the deal moves from your success team to your sales team.
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What happens when AI starts working before your team doesHere's what changed once we stopped asking AI to draft and started asking it to work.
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Rewriting the customer support playbook: From anecdotal to actionableHow Elsevier turned 300 agents' conversations into data, closed the customer effort gap, and earned a seat at the product table.
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Scaling Customer Success: How AI is reshaping the CS maturity journeyTitle: Scaling Customer Success: How AI is reshaping the CS maturity journey| Date: September 29 at 5pm BST | Location: Online
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How RevOps and CS Ops can work togetherWhen both revenue and customer business functions collaborate, they’re able to break down silos, improve data quality, align on shared goals, and drive retention, expansion, and customer lifetime valu…
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Why your knowledge base decides whether AI works in customer supportAI can only retrieve, reason with and communicate the information it's given. That sounds obvious written down. It's somewhat less obvious when a vendor demo promises a chatbot that resolves 80% of ti…
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I've been asking CSMs to do the wrong job. So have youA veteran CS leader explains why the CSM role has been wrong for years, and the shifts needed to fix it.