Chief Customer Officer Newsletter
A weekly publication about customer success, business, and accelerating your career.
The 'jack-of-all-trades' CSM is a liability as you grow. Here's how to refocus the role for impact.
Why automated health scores are failing enterprise CS teams and what metrics truly matter for forecasting.
Stop focusing on org charts. Discover the four essential categories of expertise your customers need to succeed.
Information gets watered down. Discover a surprisingly simple way to get unfiltered insights from your CS team.
Your CS team knows your product inside and out. But that might be the problem. Here's what they're missing.
The key to scaling CS isn't hiring more CSMs. It's time to break the linear growth model with a new team structure.
The push for tech-touch is causing leaders to abandon what works. Discover the high-touch motions that still drive elite retention.
The future of customer experience is digital. Discover the key differences between the companies that will win and those that will be left behind.
Dashboards and reports are proxies for reality. Discover why getting unfiltered insights is more critical than ever.
If your CSMs own 'health scores,' you have a problem. Why every CS team needs to own either revenue generation or revenue delivery.
Your CS Ops team might be making processes faster... that shouldn't exist at all. Let's talk about the difference between efficiency and effectiveness.
67% of customers try to solve problems themselves first. Here's how to build a support experience they'll actually seek out.
