ClientSuccess Blog

Learn how customer success leaders are making positive organizational impacts, solving real business challenges, and building cultures of customer success.

New posts each Tuesday and Thursday.

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6 Ways to Cultivate Relationship Value In Your Daily CSM Role

Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. And at the end of the day, your most successful customers are […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Sara Masson, Senior Customer Success Manager, Loopio

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

Experiences Before Stages – How to Build Out Your Customer Experience Journey

I recently watched a video of Rob Jeppsen, CEO of Xvoyant, explaining how to take a different approach when building out your pre and post sales funnel stages. Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Vic Kasoff, Director of Customer Experience, NarrativeDx

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

Customer Success Advice from the 2018 MindTouch Top Customer Success Strategists

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I want to give a shout out to Mindtouch. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. Thank you! Check […]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Sam Feil, Customer Success Manager, ClientSuccess

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

CSM from the Trenches – 4 Ways to Participate in the Community

Since CSM from the Trenches launched as a community, many Customer Success Managers have been eager to join, contribute, or participate. Here are four ways to get involved: 1. Answer mentor questions: Submit your answers to the 7 mentor questions. Share your practical advice and better practices with the frontline CSM community. Example – Sam Feil, […]

Sam Feil

Customer Success Manager

4 Best Practices to Align Customer Success and Product Teams

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. It’s also important that organizations put customers first […]

Burke Alder

Customer Success Strategist

Recorded Customer Success Webinar: How to Build Customer Advocates Using The Customer Advocacy Ladder

Recorded Webinar Details ClientSuccess hosted Sara Masson, Senior Customer Success Manager of Loopio and a 2017 Customer Success Innovator of the Year Finalist, for this month’s customer success webinar series: How to Build Customer Advocates using The Customer Advocacy Ladder The webinar covers the topic of building customer advocates using The Customer Advocacy Ladder strategy. […]

Burke Alder

Customer Success Strategist

The Outcome Customer Journey: Defining Customer Handoffs, Success Metrics, and Outcomes Between Departments

Customer success isn’t limited to a single department. Every single person at an organization touches the customer lifecycle, whether it’s marketing at the pre-buying stage or product in the adoption stage. While it can be easy to onboard a customer and keep them stuck in a ‘customer-only lane,’ it’s important to realize that all departments […]

Burke Alder

Customer Success Strategist

CSM from the Trenches – 3 Best Practices that Drive Powerful Customer Experiences (How to Avoid the Dreaded Car Dealership Experience)

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]

Sam Feil

Customer Success Manager

Recorded Customer Success Webinar: How to Build Out Your Customer Health Score Using the Customer Maturity Index

Webinar Details ClientSuccess hosted Boaz Maor, VP of Customer Success of OpenGov and the 2017 Customer Success Innovator of the Year, for this month’s customer success webinar series: How to Build Out Your Customer Health Score Using the Customer Maturity Index. The webinar was held Wednesday, February 21st, 2018 at 11:00 am Mountain Time on […]

Burke Alder

Customer Success Strategist