Customer Success Collective

15/01/2024

January got you feeling a bit blue?

Let's turn that around with something to truly kickstart your 2024 and give you some Monday motivation.

🚀 Fuel your customer success journey with up to 15% off courses and memberships.

With certifications from customer advocacy to metrics, and building a CS team, learn from industry leaders from LinkedIn, LoopVOC, Intercom, and more, grow your network, and tap into our wealth of resources - all at your own pace or in person. 🎓

Invest in a membership to join our community of over 6,000 pros and join an event to expand your network, dive into personalized mentorship, or access a treasure trove of templates and frameworks. 🧰

So, who's ready to start feeling more confident, empowered, and ready to crush those career goals? Let's make this Monday the start of something extraordinary.

🔥 Use the code BLUE2024 and transform this Monday into a career win.

https://eu1.hubs.ly/H06-jhn0

11/01/2024

Is 2024 the year to make your mark on the customer success narrative?

We’re back at it again this year, creating data-backed reports that shout from the rooftops about:

💰 Salary transparency
🌟 CS highlights and challenges
🌐 Your internal processes
💪 CS’s essential roles and responsibilities

Except this year, we’re combining two surveys into one. Same awesome reports, but just the one survey.

We know you want high-quality reports to negotiate your next raise, or win your team the backing it deserves. Our new, condensed survey will capture your insights to inform *both* our Customer Success Salary Survey and State of Customer Success reports.

You don’t have time to mess about. So we won’t either. This survey is your one-stop shop for this year’s research reports.

Oh, and did we mention it’s completely anonymous?

And best of all, you’ll get a bank of time-saving customer success ChatGPT prompts as a “thank you” for participating. 😍

Will you add your voice? The more insights we receive, the richer the findings.

Tell us what working in customer success is *truly* like: https://www.customersuccesscollective.com/customer-success-landscape-and-salary-survey-2024/?utm_source=linkedin&utm_medium=social&utm_campaign=content&utm_id=content

Wish customer success salary information was transparent? Now’s your chance to have your say about compensation and the state of customer success.

20/12/2023

In today’s competitive and dynamic environment, businesses recognize that retention and acquisition drive long-term success and expansion.

So C-suite teams are looking to customer success teams as their go-to engines for growth.

Grab your copy of our eBook and take a deep dive into the four key behaviors of leading customer success teams, plus gain valuable insights such as...

-How forward-thinking leadership and C-suite teams are turning to customer success as their primary growth engine in today’s market.
-How customer success teams are adapting in order to fuel growth through retention and upselling.
-The critical importance of aligning with customer goals, starting from the sales cycle and continuing through the entire relationship.

Get your copy 👇

Organizations focusing on retention and expansion by leaning into their CS teams as key C-suite partners are proving to be leaders in their industries.This eBook explores how customer success can be a core C-suite partner for defining the path to growth.

19/12/2023

With budgets becoming more stringent, you have to really demonstrate the impact of your product.

How? By executing fantastic end of year campaigns that'll blow your customers away. 🤯

In our latest eBook, we’ll walk you through the process of executing an end of year email campaign, from ideation to the sending to all your customers (big and small).

Discover:

✏️ What hyper-personalization is and how to use it
📋 Actionable checklists to nail your end of year campaigns.
📧 How to create your own end of year email with AI

Get your copy 👇

This playbook will walk you through the whole process of executing an end of year email campaign, from ideation to the sending to all your customers.

07/12/2023

📣 Exciting news… Our Customer Success Core certification just got even better.

🚀 This latest edition is packed with the most cutting-edge content, ensuring you stay ahead in the fast-evolving field of customer success.

What's New? ✨

📚 Latest, up-to-date content tailored for today's challenges in customer success.
🛡️ Focused strategies on retaining customers and minimizing churn.
🎯 Insightful lessons are drawn from industry leaders and successful brands.
By enrolling in this course, you will:

✅ Gain a comprehensive understanding of every key aspect of the customer success role.
✅ Learn proven strategies to enhance customer loyalty and advocacy.
✅ Earn an esteemed certification, boosting your resume and career trajectory.

Join us to master the art of customer success and become a catalyst for customer retention and growth in your organization!

🔗 Learn more and get certified 👇
https://eu1.hubs.ly/H06z0v60

05/12/2023

Not had time to tune in to our live sessions recently? We know how busy this time of year can be.

But don’t worry, you can replay these hot customer success topics:

✅ Crafting the perfect onboarding experience

Struggling with you onboarding process? No worries - we roped in experts from Amazon and GUIDEcx to share their tips and tricks.

Find out how to create an onboarding process that's organized, rooted in transparency and purpose-built.

🤖 Unlocking the power of AI

Wanna implement AI into your customer success teams? This is the session for you.

Catch the replay with experts from ActioHX, IBM, Capital Drive and Fortress Solutions for a discussion on the current AI landscape and how it affects customer success.

Catch the replays OnDemand. 👇

ICYMI, we hosted two insightful live sessions, right here at the Customer Success Collective, jam-packed full of the hottest talking points, advice and topics. Missed both sessions? Not to worry - you can catch both of them OnDemand, so you won't miss a thing.

27/11/2023

🚨 Final reminder: 15% off – ends today! 🚨

Today's your last chance to grab a 15% discount on all our courses, memberships, and events.

What's in it for you?

🛠️ Access proven success tools: Enhance your skills with our curated resources and keep your finger on the pulse.

🧠 Learn from industry leaders: Gain insights from experts at companies like Salesforce and Zendesk.

🎓 Achieve recognized certifications: Elevate your profile with certifications respected across the industry.

Ready to leap forward in your career? Use code BF2023 before midnight to claim your discount:
https://eu1.hubs.ly/H06nJ7-0

“The insights I've gained have been invaluable for my career growth.” - Jordan Smith, Senior Customer Success Manager at Acme Inc.

24/11/2023

🚀 We have lift-off! Black Friday is here and it’s our biggest one yet with 15% off.

This weekend isn't just about discounts; it's an opportunity to redefine your career. Get a 15% discount on everything, including memberships, certifications, and events.

🔑 Membership plans:
Join our community for exclusive access to industry frameworks, methodologies, and mentorship.

📜 Certifications:
Elevate your skills with courses ranging from basic to advanced strategies in customer success.

🌐 Events:
Stay updated with industry trends, network with peers, and find solutions to common challenges.

Use code BF2023 at checkout to get your 15% off.

https://eu1.hubs.ly/H06mK2Z0

Don't miss out. This offer ends on November 27.

06/11/2023

You can’t consider yourself a customer success expert if you haven’t mastered the onboarding process.

Discover our latest course, Customer Onboarding Certified, which teaches you all the essential details, tips, and tactics to help you become an expert at customer onboarding.

The certification covers exactly how to personalize, analyze, and continually enhance your onboarding process.

Get Customer Onboarding Certified to give your career, or customer success team, a major competitive edge: https://certified.customersuccesscollective.com/p/customer-onboarding-certified-masters?utm_source=linkedin&utm_medium=social&utm_campaign=csc-onboarding-certified

02/11/2023

Get an in-person event ticket when you become a Pro+ member!

Pro+ is the ultimate L&D membership, including 8+ official certifications, a goldmine of exclusive content, templates, frameworks, on-demand videos, a mentorship program, and more.

With the addition of a free in-person summit ticket each year, you can elevate your customer success career even further. This lets you learn directly from industry-leading experts and make invaluable industry connections.

So, are you ready to take your customer success career a level up?

Become a Pro+ member:

The one-stop shop for customer success professionals. Benefit from expert training, access to the latest resources, and a community of peers.

27/10/2023

❓What’s a critical, yet challenging, part of being a CSM?

✅ Building trust with your customers - especially during difficult economic climates.

❓So, what’s the solution?

✅ Data. Proper data analysis will literally save your client base.

Join our live session, featuring experts from Matik and GaggleAMP, as we cover the impact data can have on customer relationships.

📅 Thurs Nov 30th
⏰ 11am CST | 12pm EST | 5pm GMT
💻 Online

Don’t miss out - sign up today. 👇

Building trust with customers is a critical part of being a successful CSM, especially when the current economic climate makes it even more challenging to retain customers. So if you wanna craft a great story based on data, then this is the live session for you.

26/10/2023

First impressions matter, especially when it comes to onboarding.

Think you're nailing it? Think again.

Dive into guidecx ’s latest article to discover the magic potion: automation. 🤖

Why? Because ticking boxes isn’t enough.

Let's redefine efficiency, eliminate those pesky human errors, and truly set our clients up for success.

Ready to transform? Here’s your shot:

https://www.customersuccesscollective.com/how-to-automate-your-client-onboarding-process/?utm_source=facebook&utm_medium=social&utm_campaign=content&utm_id=content

25/10/2023

Customer Onboarding Certified is here!

We're super excited to announce this high-value masters course, presented by customer success expert Dr. Mike Lee.

This specialist certification will help you transform your customer onboarding process to become a more valuable CS expert for any organization.

The course covers goal-setting, personalization, A/B testing, feedback loops, and so much more. Plus, you’ll get all the top tips for boosting adoption and retention via stellar onboarding strategies.

You'll also get access to some high-value fireside chats with customer success experts from major companies.

Ready to take your CS career to the next level?

Get Customer Onboarding Certified: https://certified.customersuccesscollective.com/p/customer-onboarding-certified-masters?utm_source=facebook&utm_medium=social&utm_campaign=csc-onboarding-certified

24/10/2023

Get annual tickets to in-person events when you become a Pro+ member!

Pro+ is the ultimate L&D membership, including 8+ official certifications, a goldmine of exclusive content, templates, frameworks, on-demand videos, a mentorship program, and more.

With the addition of a free in-person event ticket each year, you can elevate your customer success career even further. This lets you learn directly from industry-leading experts, grow your network, and make invaluable customer success connections.

So, are you ready to take your customer success career a level up?

Become a Pro+ member:

The one-stop shop for customer success professionals. Benefit from expert training, access to the latest resources, and a community of peers.

13/10/2023

❓Question: What do experts from Amazon and GUIDEcx have in common?

✅ Answer: They both have insights into making well-designed onboarding processes.

And they’ll be here to share their insights with you in 2 weeks’ time on October 26.

Join us at 12pm PDT | 3pm EDT | 8pm BST and discover:

🪜 Steps to create a successful onboarding experience
📈 What data to focus on during onboarding
❓How to hold stakeholders accountable during onboarding

Sign up 👇

You never get a second chance to make a strong first impression. This means that your onboarding structure and experience for stakeholders must be top-quality in order to establish expectations for the rest of the relationship - a topic we'll be covering in our live session on Oct 26.

13/10/2023

Are your customers entering the “trough of disillusionment”? You know, where your customer’s initial excitement about your product drops when the product doesn’t meet their expectations.

According to recent studies, a single negative encounter can cause 32% of customers to leave. Yikes.

We get it, it can be tough!

And with competition being mighty steep amongst SaaS companies, getting clients to realize initial value rapidly helps provide ROI before they lose interest and switch solutions.

But this can be fixed by onboarding your customers properly.

So, are you eager to create seamless onboarding? Discover guidecx's insider tips for designing an onboarding experience that speeds up time-to-first-value.

https://www.customersuccesscollective.com/how-customer-onboarding-can-accelerate-time-to-first-value/?utm_source=facebook&utm_medium=social&utm_campaign=content

Time to first value (TTFV), a critical but too often overlooked metric, refers to how long it takes for customers to get initial value or benefit from your product.

12/10/2023

Efficiency matters. It affects:

💰 Profitability
⚙️ Productivity
✅ Customer satisfaction

…and loads more within your org.

So to reduce customer churn, you need to evaluate your onboarding processes first - a topic we discuss in our latest eBook.

Get yours today and discover seven key customer onboarding strategies you can implement today and improve efficiency across your entire org. 🤩

Get your copy 👇

Employees can spend up to 26% of their days on unnecessary tasks. So imagine how much more effective your team could be if you were to automate processes and eliminate those unnecessary tasks. Our eBook reveals all.

09/10/2023

Become a Customer Success Collective Insider for FREE!

We’re super excited to announce the launch of Customer Success Insider - a free membership that gives you access to exclusive customer success resources.

By becoming an Insider member, you’ll get access to:

✅ Customer success templates and frameworks
✅ A library of expert video content
✅ Real-world case studies
✅ Expert-led articles
✅ Ungated reports
✅ Community meetups
✅ A world-class weekly newsletter

…and the list keeps growing. We’re constantly updating and adding new content and resources to ensure you never stop learning.

Ready to step up your customer success game?

Become a Customer Success Collective Insider: https://www.customersuccesscollective.com/insider-membership-plan/

06/10/2023

Did you know you get a free in-person summit ticket each year by becoming a Pro+ member?

Pro+ is the ultimate L&D membership for anyone wanting to excel in their customer success career. Beyond the 8+ official certifications, exclusive content, mentor program and members community, you also get on-demand coverage of our industry-leading events.

Plus, you can network and connect with some of the best CS professionals at our in-person summits.

Ready to fast-track your career success?

Check out our Pro+ membership for all the details: https://www.customersuccesscollective.com/pro-plus-membership/

P.S. Yes, team rates are available too...

The one-stop shop for customer success professionals. Benefit from expert training, access to the latest resources, and a community of peers.

05/10/2023

In today’s digital landscape, staying ahead in customer success requires more than just dedication - it requires innovation.

That’s where AI steps in - a topic we’ll cover with experts from ActioHX, Dell, Fortress Solutions & Capital Drive in our upcoming live session.

📅 Thurs November 16
⏰10am CST | 11am EST | 4pm GMT
💻Online

Join us as we discuss the current AI landscape and how it affects customer success, including its current and future state, implementation challenges and success stories.

Sign up 👇

In today's fast-paced digital landscape, staying ahead in the world of customer success requires more than just dedication—it demands innovation. That's where AI steps in, revolutionizing how your customer success teams operate and deliver exceptional experiences to your clients. We cover this and...

28/09/2023

With your onboarding process, do you struggle with:

📈 A lack of data?
🗣 Minimal feedback about the process?
🔎 Low visibility into where the roadblocks and the accelerators are?

You're not alone - these questions are all too familiar for experts at GUIDEcx and Amazon.

It's why they're here to help you improve your onboarding structure and experience.

Join us on October 26th at 12pm PDT | 3pm EDT | 8pm BST as we show you how to create an onboarding process that's organized, transparent and purpose-built for success.

Sign up 👇

You never get a second chance to make a strong first impression. This means that your onboarding structure and experience for stakeholders must be top-quality in order to establish expectations for the rest of the relationship - a topic we'll be covering in our live session on Oct 26.

27/09/2023

With your onboarding process, do you struggle with:

📈 A lack of data?
🗣 Minimal feedback about the process?
🔎 Low visibility into where the roadblocks and the accelerators are?

You're not alone - these questions are all too familiar for experts at GUIDEcx and Amazon.

It's why they're here to help you improve your onboarding structure and experience in order to establish expectations for your stakeholders - a topic we'll be covering in our latest live session.

Join us on October 26th at 12pm PDT | 3pm EDT | 8pm BST as we show you how to create an onboarding process that's organized, rooted in transparency and purpose-built.

Sign up 👇

You never get a second chance to make a strong first impression. This means that your onboarding structure and experience for stakeholders must be top-quality in order to establish expectations for the rest of the relationship - a topic we'll be covering in our live session on Oct 26.

25/09/2023

Navigating the intricate maze of customer success metrics can be daunting. But what if you had a roadmap to guide you through the chaos?

In an exclusive collaboration with Catalyst, we're unveiling the secrets behind the metrics that matter most, specifically:

📌 14 pivotal metrics that every post-sale leader should have in their arsenal.
📌 Insight into how each metric seamlessly aligns with your overarching strategy.
📌 The art of understanding the financial implications of your customer-centric initiatives.

Grasping these metrics not only refines your approach but also amplifies your value proposition and bolsters forecasting for impactful long-term planning.

Dive in to explore the top metrics that will illuminate where to channel your energy and resources for optimal customer performance.

https://www.customersuccesscollective.com/mastering-saas-metrics-a-game-changing-guide-for-cs-leaders/?utm_source=facebook&utm_medium=social&utm_campaign=content

Navigating and understanding the various metrics needed to measure customer success is challenging enough. Fear not, because we're here to bring method to the chaos!

14/09/2023

A seamless offboarding experience can turn departing customers into potential advocates or even returning clients. 🔁

Think of offboarding as the final chapter of a gripping book. 📖

While the entire story entices the reader, it's the conclusion that leaves a lasting impression.

In this article from Customer Success Specialist Bayron Toruño Solano, discover the art on offboarding as he tackles:

1️⃣ Offboarding's critical role in the SaaS industry.
2️⃣ How offboarding can reduce churn and inform product development.
3️⃣ Navigating challenges in the offboarding process.
4️⃣ Effective practices for gathering and utilizing feedback.
5️⃣ Making the most of exit interviews for richer insights.
6️⃣ Why offboarding is an opportunity for re-engagement and brand advocacy.

Dive into the complete guide to understand the significance of offboarding, how to implement it effectively, and why it's much more than just a goodbye.

Offboarding is like the final chapter in a book. While the entire story entices the reader, it's the conclusion that leaves a lasting impression. In this article, discover the art of offboarding and re-engagement strategies.

12/09/2023

You're doing great with one-on-one customer interactions, but you're feeling the pressure to scale. How can you maintain that personal touch while reaching more customers than ever before?

Imagine a world where your Customer Success function is not just a department but a thriving community. A place where customers help each other, share insights, and even become brand advocates, all while you maintain that essential human touch.

Don't just imagine it – make it a reality! Our latest episode of the CS School podcast features Wes Gibson, Scale Customer Success Manager at Catalyst, who dives deep into:

🌐 Why community is the backbone of Catalyst's organization
🤝 Keeping a human-touch approach while scaling
💡 Adding value to your community
⏱️Incorporating SLAs for seamless operations
If you've ever questioned the value of online communities in scaling your customer success function, this episode will make you a believer.

You'll walk away ready to set up your own community and take your customer success to the next level.

Click the link to listen now and transform your approach to customer success:

Businesses can harness the power of community to scale operations, including your customer success function. Catalyst’s very own Scale CSM, Wes Gibson, talks us through the significance of communities in relation to customer success scale programs.

12/09/2023

Did you know…employees can spend up to 26% of their time on unnecessary tasks?

So imagine how much more effective your team could be if you were to automate processes and eliminate those tasks.

That's where our brand-new eBook comes in.

We cover seven key customer onboarding strategies, including:

✅ Creating good first impressions
⏰ Reducing onboarding time
🗣️ Maintaining transparent communication
🔼 Expanding capacity

… to help you improve efficiency, increase customer satisfaction and reduce churn.

So let’s not waste time and money - we’ve got everything you need to create well-designed customer onboarding strategies to implement within your teams.

Get yours today 👇

Employees can spend up to 26% of their days on unnecessary tasks. So imagine how much more effective your team could be if you were to automate processes and eliminate those unnecessary tasks. Our eBook reveals all.

07/09/2023

(*Claxon sound*) Hold on to your hats, CSMs… the 2023 State of Customer Success Report has launched! 📢

Built for customer success people, by customer success enthusiasts. We asked our community of over 5,000+ customer success professionals what the current CS landscape looks like.

And the results? We’ve uncovered the biggest pain points in CS, job satisfaction, and the top strategies used to pre-empt churn.

Did you know:

👉 Over two-thirds of customer success professionals don’t use AI in their current role
👉 55.4% of customer success teams surveyed report directly to their CEO or CCO

If your interest has been piqued by those stats, give our report a read and discover a YoY analysis of how customer success has changed since 2022.

Ready? Let’s dig in. 👇

https://www.customersuccesscollective.com/state-of-customer-success-report/?utm_source=facebook&utm_medium=social&utm_campaign=content

Want to know the latest developments in customer success? Perhaps the key responsibilities of a customer success team? Or maybe you’re just curious about how CSMs really feel about their roles. We’ve got the goods you need right here, right now.

05/09/2023

You've got a killer product and a sales team that's crushing it. But what happens after the deal is closed?

It's up to your customer success team to keep the momentum going. But how do you ensure your team is up to the task?

Imagine a customer success team so effective, they not only retain customers but turn them into brand advocates. A team that's diverse, aligned with your company's vision, and empowered to work independently.

We've got the answers you've been searching for!

Tune into the latest episode of the CS School podcast, where we're joined by Amy Oilman, RVP of Customer Success at RingCentral, who dishes the secrets to creating successful CS teams.

Click the link to listen now:

In this episode of the CS School podcast, we’re joined by Amy Oilman, RVP of Customer Success at RingCentral. Amy has extensive experience building and scaling customer success teams from the ground up and lets us into the secrets of involved in creating them.

29/08/2023

Ever find yourself pondering what's next in the customer success game?

You're not alone. The landscape is ever-changing, and if you're not ahead, you're behind.

Good news! The latest episode of the CS School podcast addresses this exact topic.

We've got Carlos Quezada, VP of Customer Experience Strategy at Hewlett Packard Enterprise, who’s spilling the beans on the future of CS. 🎧

His insights aren’t just unique, they’re pure gold. 🌟

He's diving deep into:

📈 The evolution of customer success
🧠 Mindset shifts you NEED to make
🗺️ Customer lifecycles and journey mapping

And guess what? Carlos is also speaking at the Customer Success Festival in San Francisco on September, 20th! 🎉

Don't miss out! Tap into Carlos' wisdom and level up your CS game: 👉 https://www.customersuccesscollective.com/preparing-for-the-next-stage-of-customer-success-carlos-quezada/?utm_source=facebook&utm_medium=social&utm_campaign=content

What’s around the corner? That’s the question on the tip of every proactive CSM’s tongue. But this proactivity and forward thinking goes beyond that. CSMs should be considering how customer success might change. After all, customer success is anything but static.

23/08/2023

Acquiring a new client is costly, but losing one? You’re looking at spending five times more moolah. 🥲

And here’s the worst part: churn can happen as early as the onboarding process. Ouch, right?

But all’s not lost. The onboarding maestros over at guidecx have penned this customer-saving list of EIGHT common mistakes businesses make that cause churn. Here are just four of them:

🦥 Slow onboarding
📞 Poor communication
👎 Not prioritizing success
😡 Difficult engagement

Learn what the other four major churn-inducing mistakes are and how to swerve them by clicking through and reading this article:
https://www.customersuccesscollective.com/8-mistakes-youre-making-that-contribute-to-churn/?utm_source=facebook&utm_medium=social&utm_campaign=content

Let’s make sure your clients stick around for the long run.

Winning over a new client takes resources: Time, team labor, and money. Losing a new client? Now, that can cost you even more. When you have high customer loss or customer churn, you lose that customer’s revenue and must invest time and resources into acquiring a new customer.