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I wanted to share an excerpt from the book below, as well as provide a few resources. The book has been extremely well received and I’ve...

Welcome Book Clubs! This guide is designed to help customer success teams, leaders, and individuals explore the core ideas in The...

As I review all the book content that ended up on the cutting room floor, there is one story I wanted to share. It's a lesson that I...

March 11, 2020, was a warm and sunny day with a beautiful blue sky. I had just enjoyed a relaxed lunch at a sushi restaurant just north...

“How do I get into customer success?”. This is a question I hear frequently. It’s not surprising, given that the profession of customer...

After helping to create a number of high-performing customer success organizations, I've narrowed down the success of these teams and...

Learn about the real reasons why many CSMs struggle to gain executive visibility, influence account strategy, and drive meaningful impact.

Creating a culture of storytelling within your customer success organization helps share your wins as well as areas to improve.