💡 A Note from the Editor
Welcome to our TENTH report! We're close to hitting 1k subscribers and we're loving every minute of this amazing journey. For this report, we’ve scoured the ends of the web for some amazing content just for you — so sit back, pour a nice cup of coffee ☕, and enjoy.
📢 CS Insider Updates & New Publications
Giveaway: The CS Insider Spring Giveaway is a little more than halfway over. The deadline to enter is June 4th. With over $5,000 in cs-related prizes, what are you waiting for?
Upcoming Event: Now That's a Good Question: An Interactive Discussion on How to Nail Your Next Interview by Asking — June 1st, CS Insider
Tech Talk Demo: How to Scale Your Customer Success Teams with SmartKarrot
Guide: Creating Your First Customer Health Score — Erika Villarreal, CS Insider
CS Case Study: How GoProposal Drives Success Through Their Community Cohorts — Jack Choppin, GoProposal
⌚ Here's are our top favorites, shuffled for the week 🔀
📚Resources
Checklist: We did it again...We got you early access to another great Onboard.io resource. Check out their Ultimate Customer Onboarding Launch Kit.
Checklist: How to Have a Customer Health Score Beyond Just NPS — Jane Courtnell, process.st
Guide: Your Customer Success Interview Blueprint — Maranda Dziekonski
Template: A Guide to Perfecting Your Sales-to-Service Handoff — Saranya Udayamohan & Krishna Kumar, Rocketlane
🖥️Videos
How to Drive Customer Success across your Organization — Yoram Sharon and Dana Arditi, CSM Practice
Health Scores for non-SaaS Products - Rants & Musings with Rick Adams — Rick Adams, Practical CSM
How to get into Customer Success — Diana De Jesus, The Customer Success Project
Customer Success Leadership Roundtable: Determining if Companies Value Customer Success — Chris Hicken, David Ellin and Christopher Brown, SuccessHACKER
📰News
ChurnZero Named 2021 Category Leader for Customer Experience Software by GetApp.
Women in Customer Success Podcast turns 1 year old!
Rick Adams just announced The Practical CSM Success Hub's founding Principal Thought Leaders!
📝Articles
7 Takeaways from CCO Organizational Structure Survey — Nick Mehta, Gainsight
The Path to Purchasing a Customer Success Platform — Chad Horenfeldt, The Success League
Building a Comprehensive Health Score, William Lopez, The Success League
Customer Success: Building Value for Customers Faster Than They Can On Their Own, Annette Franz, CX Journey
Defining Digital Customer Success (and how it’s different from “traditional” CS — Jo Johansson, inSided
Why organizing feedback is important for the Voice of Customer — feedier
5 Ways We Improved Onboarding NPS from +14 to +85 in One Year — Peter Wride, Gainsight
How Can SaaS Startups Implement Customer Success — Vanessa Atan, CSM Practice
How to Build a Customer-First Culture, Yamini Rangan
🎧Podcasts
Episode 13: Sue Moore: Entrepreneur, Community Builder, and Customer Success Pioneer, The Eclectic Podcast with Jared Orr
Episode 34: The “S” stands for “Success”, In Before The Lock
Episode 33: People Don’t Need Features; They Need Outcomes, NPS, I love you
🕹️Tech
Toucan is a new social experience for virtual events. They also just released Toucan Spaces where you can get your own dedicated space for recurring events or meetups.
Zonka is a fast way to collect feedback from customers with CSAT, CES & NPS Surveys and actionable insights.
Clubhouse is now available for android users.
🎫Upcoming Events
Rise of the Strategic CCO Roundtable Series — May 25, 27, & June 3, Nuffsaid
The Customer Success dilemma: How to transition from a high-touch to tech-touch strategy — May 26, inSided
CSN Master Class: Toolbox on How to Engage with Silent/Dorman Customers — May 26, Customer Success Network
Product & Customer Success: Partners or Adversaries!? — May 27, Customer Success Leadership Network
Real Talk: How Top Customer Success & Product Teams Collaborate — May 27, UpdateAI
Pulse Everywhere — June 9-11, Gainsight
The Customer Conference — June 15-16, Customer Success Network & Congress Geeks
Hitesh Chadha talks about adaptability and resilience in Customer Success.
Maranda Dziekonski shares her customer success interview blueprint.
Kristi Faltorusso shares 6 steps to an effective transition, reminds us we are human, and her first 4 weeks at ClientSuccess.
Christian Jakenfelds discusses how to be a trusted advisor, and shares some stats on CS roles and gives a shoutout to the lone CSM in all of Alaska.
John Tzagkarakis shares some best practices for a Customer Health Review.
Erika Villarreal talks about failures and how we should all be sharing our failures and shared the 5 pillars of Customer Success.
Rob Polon shares why Customer Success is so important.
Chase Tinkham talks about the importance of customer feedback.
Edgar Ramirez Vilchez reminds us to thank our CS Ops teams!
Dana Alvarenga shares 3 tips for capturing the customer’s voice.
Ronni Gaun discusses the customer experience when they are used to a different product and functionality, and what you can do when they come on to work with you.
Remco de Vries shares his 5 components of Digital Customer Success.
Sabina Pons reminds us that each CSM hero understands that each customer is unique.
Ashna Patel talks about hard skills and soft skills, and shares ways to enhance your personal development skills in CS.
Emily Garza lays out some questions for a new contact at your account you should prepare for.
This week I talk with Rohan Sheth, Director of Client Services at SmartKarrot to walk through SmartKarrot helps CS teams deliver winning customer success outcomes at scale with smart intelligence and actionable customer success software.
🔍 The problem:
Effectively managing and helping a varied set of customers, (including high, medium, and low touch) requires collecting the right data, organizing it in a way that drives action, and implementing scalable operational processes. But oftentimes critical account data lives in multiple places, making it difficult to systematize, understand gaps, and know what will drive the most value for the organization and customer.
💡 The solution:
SmartKarrot is an intelligent customer success platform designed to make customer success practitioners better. The unique ability to combine extensive intelligence with automation eases the load on practitioners and allows them more productive time. This combined with the ability to hyper-personalized interactions allows comprehensive coverage of day-day CS operations, driving adoption and customer experience using only one solution.