All Posts

Turning client frustration into collaboration One of the most powerful things you can do when dealing with an upset client is simply...

Anyone in a client-facing role will admit (maybe not publicly), that dealing with an upset client can feel like one of the biggest...

Document Your Processes Early - Before You Think You Need To! It might feel like overkill when your team is small, but here’s why early...

Every company with customers needs a Customer Success (CS) framework. Here’s the thing: If your clients aren’t happy, they’ll share the...

When companies think about improving the customer experience, the fear is often: ❌ 𝗜𝘁’𝘀 𝘁𝗼𝗼 𝗱𝗶𝘀𝗿𝘂𝗽𝘁𝗶𝘃𝗲 ❌ 𝗜𝘁 𝘄𝗶𝗹𝗹...

A few days ago, I was at the bank when the clerk asked what I do for a living. When I mentioned that I’m a Customer Success consultant,...

Allison Pickens, Former COO of Gainsight The key to driving retention? It starts with asking the right questions during every client...

Becoming a customer-first team doesn’t require a massive overhaul—just small, consistent actions. Here are 10 ways to make the shift: 🔹...

Customer Success is often an afterthought in early-stage startups, but skipping CS can be (very!) costly 💰 Here are six pitfalls I see...

I encountered two scenarios that reinforced something we don’t talk about enough: the importance of asking questions. In Customer Success...

In Customer Success, truly “logging off” can feel impossible—customers have needs 24/7, and there’s always something that could use our...

In today's landscape, losing customers isn't just about lost revenue. Without a proactive Customer Success strategy, you're facing hidden...

it's all about the assist Too often, CS is seen as a 𝘱𝘰𝘴𝘵-𝘴𝘢𝘭𝘦 𝘧𝘶𝘯𝘤𝘵𝘪𝘰𝘯. In reality, CS plays a critical role in driving...

I’ve been privy to some crazy scenarios of bad management 🙄, and on the contrary, fantastic ones 👍 , so naturally, I've been thinking...

❤️‍🔥 𝘼 𝙥𝙚𝙧𝙨𝙥𝙚𝙘𝙩𝙞𝙫𝙚 𝙛𝙧𝙤𝙢 𝙩𝙝𝙚 𝙘𝙖𝙧𝙙𝙞𝙤 𝙬𝙖𝙧𝙙 After spending the past week in the hospital with a family member,...

I recently listened to  Demir Bentley on Pete Mockaitiss' fantastic podcast sharing his Win the Week framework—5 steps that can transform...