It’s great to understand how companies account for the cost of Customer Success, but Customer Success leaders often ask "what should my Customer Success Costs actually be?". Scott Golden of Gainsight looks at the cost of a CS organization in relation to the dollar value of the customer base.
FirstMark interviewed Caty Kobe of Square on the topic of scalable CS and how she organizes her team around three main pillars: (1) Contact Prevention, (2) Self-Service Resolution, (3) Peer-To-Peer Collaboration.
Elizabeth Macaulay-Italiano of WnTD (via Amity) provides the bedrock of Customer Success and a good starting point in understanding the customer journey that individuals embark on when working with your organization.
It takes two to tango, and a customer who won't put forth the required effort to be successful is one of the most difficult to retain. Cori Pearce of ChurnZero gives us a plan of action for this profile.
This newsletter is curated by Alex Bakula-Davis for your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line at firstname.lastname@example.org!
Alex Bakula-Davis · 301 Howard St. · San Francisco California (CA) 94105 · USA