This report is exciting for a number of reasons. I recently posted to Linkedin about this and just how far CS Insider has come since our launch in January. Check it out if you haven't already!
With each report, we get more engagement and positive feedback from the community, which is really encouraging as we work really hard to put these resources together. So this week, if you don't mind, please share the love and send this report to a colleague or friend.
๐ฅCS Insider Updates
๐ We launched the CS Insider Spring Giveaway with over $5,000 in cs-related prizes up for grabs! It's free so what are you waiting for??? Seriously, free stuff here.
๐๏ธ Our 2021 Talent and Retention Report panel discussion takes place May 12th with John Tzagkarakis, Lorna Burrows, and CS Founding Contributor Bill McDiarmid.
As a bonus for attending the event, John Tzagkarakis has offered a free 30-min call, where you can consult with him on any CS-related challenge that you are currently facing in your organization.
๐ก We released our most popular article to date โ Why Belonging Matters by Mike Lee ๐
โ Here's are our top favorites, shuffled for the week ๐
๐Resources
Book: Onboarding Matters by Donna Weber is now available in print format on Amazon!
Survey Report: Global Customer Success Intelligence and Automation Survey Report 2021 โ SmartKarrot
Template: The Customer Success Handbook โ Simplifying Success
Book: Customer Copernicus: How to Be Customer-Led by Charlie Dawson and Seรกn Meehan is available for preorder!
Checklists: What Is CX? Increase Revenue by 8% With Optimized CX Flows โ Process.st
Magazine: NuffSaid launched 2.0, a new magazine for CS professionals. Check out their inaugural issue, "The Rise of the Strategic CCO"
๐ฅ๏ธVideos
CSM Summit 2021 Recordings โ Client Success
The Rise of Customer Success as a Profit Center โ Winning by Design
Customer Success Maturity Model: Know Where You Stand โ ChurnZero
How to Prevent Churn with Customer Health Score โ CSM Practice
Why Surveys Should be Owned by Customer Success โ ChurnZero
Is CS Leadership Failing? - Rants & Musings with Rick Adams โ Practical CSM
๐ฐNews
๐Articles
What makes a great CSM? โ Daphne Lopes
The Art of Upselling: How Retention Can Drive More Growth Than Acquisition" โ PostFunnel
Effective Churn Prediction Requires Careful Planning โ Built In
What If There Were No CSMs? โ Gainsight
I need your help: 4 words that were impossible for me to say โ Chad Horenfeldt
The 3 Indicators of a Successful Client Call โ Artem Gurnov
How This Customer Success Leader Uses Smart Segmentation to Keep 110k Teams Humming โ Yahoo Finance
[Q&A] Customer Success Maturity Model: Know Where You Stand โ ChurnZero with Bora Lee & Jeff Breunsbach
๐งPodcasts
Matt Myszkowski, VP, Customer Experience, EMEIA, CISION โ Revenue Revolutionaries
Ep 18 - Ashna Patel - Emotional Intelligence in Customer Success โ Customer Uplift
๐น๏ธTech
Frill โ Feedback, roadmap & announcements wrapped into one affordable product.
Baton โ Baton optimizes the process of bringing customers to life on any software product. Use Baton to reduce churn and collaborate in real-time with their clients.
Froged โ The fastest way for subscription-based businesses to improve customer onboarding and retention while avoiding churn rate
๐ซEvents
Uniting Customer Success and Customer Experience โ May 11th
Secrets to Great Customer Success Onboarding โ May 11th, Customer Success Meetup- NY
Future of SaaS Festival โ May 11th, 12th, & 13th, Future of SaaS
SaaS Insider Annual 2021 โ May 13th, SaaS Insider
PulseLocal SoCal โBookshopโ Series on The Customer Success Economy โ May 20th, PulseLocal SoCal
Ashna Patel shares what is EQ in CS, how to know if you are emotionally intelligent in your CS practices, strategies to practice good emotional intelligence, and 7 pieces of advice for a new CSM.
Anika Zubair recaps the April CSM LDN.
Maranda Dziekonski talks about a communication sandwich.
Megan Bowen discusses 10 ways to manage ambiguity effectively.
Mark Lewis talks about the customer not always being right.
Christian Jankenfelds shares what a Customer Success Manager is according to Harvard, and talks about 3 ways to create successful feedback loops with other teams, and the five elements of Customer Success 2.0.
Deepak Paripati breaks down running your first meeting with a customer as their CSM.
Aditya Maheshwari reminds us to slow down and ask better questions.
Ashley H. shares 4 tips to help keep customers engaged, before they go dark.
Erika Villarreal shares her thoughts on how CS is still undervalued, staying on top of health scores and NPS results, and various CS resources
Emily Garza talks about the steps to take when transitioning into Customer Success and reminds us we do not always have to say yes.
Brandon Cestrone shares a too-real version of the day and the life of a CS professional.
Jan Young shares some resources for people transitioning into CS.
Jeff Breunsbach shares his thoughts on NPS and CSAT, and benefits to your MVP.
Diana De Jesus shares some CS mini-interview prep advice, and resources to land a job in CS.
Ana-Maria Mihai highlights proven customer success tactics to improve customer experience.
Dana Alvarenga goes over some insightful ways to measure the impact of your customer's voice.
Kristi Faltorusso reminds us all... "Don't Panic."
Markus Rentsh shares why SaaS CEOs need to understand the more you invest in CS the faster you'll grow.
John Tzagkarakis discusses the qualities of a great Customer Success Manager.
This week I talked with Rishabh Bhandari, Founder at Content Beta on how his company helps startups educate their customers without the hassle of media production.
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