The CSJ: Stop Struggling and Start Succeeding

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Mar 30 2017

The CSJ: Stop Struggling and Start Succeeding

Successful Customers = Successful Company

The Customer Success news you need to read from the US and around the world. Brought to you by SuccessHacker and the OUTCOMES Customer Success Community.

Trending on the OUTCOMES Community

This week’s most active conversations from the OUTCOMES community. To see all of the top questions and conversations, visit OUTCOMES.

Here's what we're reading this month.

Voting has closed and the winner was The Ten Principles Behind Great Customer Experiences! Join us as we enjoy this great book together and stay tuned for a (potential) bonus surprise!

Netflix has done it. What about you?

Community member, Howard Yermish, wants to know whether you would consider changing from NPS to Thumbs Up/Down ratings system? Share your opinion.

We all want to help, right?

"Being too eager to help is just as bad as apathy. I fell into this trap a couple of weeks ago and it has been haunting me ever since." Read Joseph Palumbo's story.

Which Customer Success tool would you recommend for a small team of 5 CSMs?

Customer Success software sounds great. But what about if your team is small? How do you tap into the benefits of technology, without getting overwhelmed with the time and costs of implementation? Read what our members have to say.

Not a member of the OUTCOMES Customer Success Community? Join the 1000+ current community members to share your challenges, ask questions and get inspired by others. It's free and is the best way to connect with other Customer Success professionals just like you. Join today!

This Week's Top Reads

The most interesting things we've read this week from around the interwebs.

Top Two Secrets to SaaS Customer Success by 5 Cloud Visionaries

Watch what Tiffani Bova (Salesforce), Catherine Blackmore (Oracle), Tien Tzuo (Zuora), Nick Mehta (Gainsight), Aaron Fulkerson (MindTouch), and Dan Adika (WalkMe) have to say about Customer Success (while at SaaStr Annual) — in particular what it means to their individual organizations.

6 TED Talks That Are Surprisingly Relevant to Customer Success

Customer Success isn't just about Customer Success, it's about skills, learning, growth, people, and more. Here are some TED Talks about some other life things, but that will help you as a CSM. Read more.

Lean User Onboarding

The lean mindset calls for vigorous experimentation and constant improvement. While speed is valuable, Eric Ries, in The Lean Startup, advocates for a careful application of the scientific method over a just ship it attitude. A startup’s efforts then become “experiments that test its strategy to see which parts are brilliant and which are crazy.” Read more.

Using Integrations to Reduce SaaS Churn

Customers who don't use your product often enough are going to churn. Adding integrations can keep user engagement high--which means lower churn and more cash. Read more.

Customer Operations - An Idea for Maximizing Efficient Growth in SaaS Companies

Revenue Ops is a term that’s gaining some mindshare in the SaaS world. Revenue operations teams combine marketing operations and sales operations into one team. Yesterday, I heard time a further refinement of this idea: Customer Operations. Read more.

Upcoming Events

For the full list of upcoming events, visit our Events page. It's the most comprehensive listing of can't miss events in CS, CX, Sales, Growth and more.

Pulse 2017 | May 9-11 | Oakland, CA

This is the big one. If you work in any post-sales or customer-facing role, you simply can’t afford to miss the definitive global networking and learning conference in Customer Success. Early Bird pricing ends tomorrow, March 31st! Save 10% off the already low price with the coupon code: successhacker

Pulse Academy Live 2017 with SuccessHacker | May 8 @ 8a | Oakland, CA.

TriValley Customer Success March Meetup | March 30 @ 5:30p | Santa Clara, CA

PulseLocal Silicon Valley | April 4 @ 6p | San Francisco, CA

Seattle Customer Success Meetup | April 10 @ 6p | Seattle, WA

Toronto Customer Success Meetup | April 10 @ 6p | Toronto, ON

Stop Struggling and Start Succeeding

Need some Customer Success help? SuccessHacker specializes in providing the expert help you need, at a price you can afford. We help growing Customer Success teams to start using Agile Customer Success, recruit key talent and create educational programs to up-level the skills of their teams. Contact us to for a free assessment and find out how we can help you with your biggest headaches.

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