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Built to Serve: Your Customer Success Playbook

Welcome to Built to Serve: Your Customer Success Playbook. We’re here to share what it takes to build, run and scale a world-class Customer Success team. If practical, actionable, experience-based Customer Success expertise is what you’re looking for, you’ve come to the right place. So, who are we and why should you trust us with […]

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11 Important Questions to Ask Customer Success Manager Candidates

Before you hire a new customer success manager, make sure you have all of the information you need by asking these important questions.

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How do I get Client Executives to take Customer Success Seriously?

This is a common question that is asked by everyone from CSM’s to VP’s. It’s common because at some point in our processes, we’ve failed in one or more areas to build a strong and trusted relationship with our customer executives. There’s always going to be the small percentage of customers who are deeply engaged and […]

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What’s the Purpose of Your Customer Success Program?

Most companies go about setting up their customer success teams in a way that’s destined to fail. Find out what the biggest mistake most companies make.

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How to Create Processes People Actually Use

In customer success, efficiency is paramount, which means the tasks you perform regularly should be turned into repeatable processes.

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Anatomy of a Customer Success Quarterly Business Review

Quarterly business reviews are effective techniques to help SaaS organizations deliver value and make customers aware of that value.

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Costly Mistakes That Ruin the Customer Experience

Creating a positive experience helps your customers get value out of your product so they don’t churn; however, many organizations are making these mistakes.

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