Category: Customer Success

  • CSM’s Daily Work

    I’m currently reading “The Customer Success Professional’s Handbook” by Ashvin Vaidyanathan and Ruben Rabago. It’s part of my summer reading list. I just finished chapter 3, A Day in the Life of a Customer Success Manager. I’ve been working in Customer Success for the last five years and realistically have been doing aspects of the […]

  • Delivering Customer Success

    Customer Service is a fundamental principle to Customer Success. Ensuring a customer is heard, listened to, and delivering to meet the customer’s needs is essential to providing great customer service and ensuring customer success.  One of my earliest memories of learning about customer service growing up in a small town in North East Pennsylvania was […]

  • CSM Summit 2022 – James cook

    I like how James set up the conversation so much that I decided to take notes and publish my thoughts on his presentation as I listen to it. He starts talking about high performance and focuses on Mindset. Gain the confidence to run our role well and then goes into defining what CSM Energy is […]

  • Customer Contact KPI

    When looking at the health of a customer there are many key factors to consider about the customer journey and all the various KPIs for measuring churn, CSAT, retention rate, etc. But once a customer is operational and stable, it’s easy to start losing the tight relationships that were built during onboarding and stabilization of […]