Blogs

You will find a vast set of resources here, from how to create a customer success framework with the V2MOM approach to building your first onboarding program. From videos to podcasts to written step-by-step material to help you and your team build your customer success programs.
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The Impact of Fractional Leadership

In today’s competitive marketplace, having a strong customer-focused leader is essential. Businesses that put their customers first are the ones that are most likely to succeed. 

If you aren’t ready to hire a full-time Chief Customer Officer (CCO), a Fractional Leader is a great option until you are ready. A fractional leader is a highly experienced executive who can provide your business with strategic guidance and hands-on support to improve customer satisfaction, loyalty, and retention.

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6 Reasons Why 2024 is the Year That Revenue Generation Will Be Hyper-Focused on Customer Success

It’s an exciting time in Customer Success (CS) and in 2024, the landscape of CS will shift significantly, with a heightened emphasis on commercialization. B2B and B2C companies across industries will increasingly recognize the pivotal role that CS plays in retaining existing clients, driving revenue, and fostering sustainable growth.

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USF & Growth Molecules™ Announce Partnership: Success Academy for Customer Success, Support Leadership

Growth Molecules™, is now part of the Executive Education at USF School of Management ecosystem, a network of partners that provides specialized tools and delivery capabilities to help deliver a remarkable customer experience for mutual customers.

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5 Hyper Productivity Hacks in a Reactive Environment

There are hundreds of books written, classes taught and coaching sessions offered to help people be more productive, yet this remains a challenge that many business leaders continue to face daily. In my career and experience as an executive, I’ve found a few sweet spots that I think can help you spur hyper productivity on your teams that need to function in a highly reactive environment.

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Can Your Clients Trust You With Their Data? Six Cybersecurity Best Practices

A 2019 global risk management survey by AON (registration required) noted that banks, government agencies, healthcare, insurance and tech industries all consider cyberattacks and data breaches the No. 1 risk they face. In 2018, the average cost of a data breach was $3.86 million—a number that grew to $4.24 million in 2021.

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Delivering A High-Impact And Personalized Customer Experience

Providing a personalized customer experience at scale is hard. In an era where customers can buy your services instantaneously and goods globally, personalization is increasingly difficult. There is no one-size-fits-all solution, but there are ways to simplify your approach. Here’s how:

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Building a Coaching Culture on Your Own Business

The Center for Creative Leadership describes “coaching culture” as a culture that applies a coaching mindset to the entire organization. A coaching mindset influences and filters through all interactions, including how managers give feedback to their employees, how employees engage with one another and how your whole team interacts with clients.

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Every Employee Should Understand These Five Fundamental Customer Success Metrics

Imagine you’re in a departmental meeting, and a person from your customer success department is speaking about “NRR,” “NPR,” “CHS,” “churn” — and you stopped listening five minutes ago after struggling to make sense of what your company’s customer relations manager is talking about. You’ve heard that they’ve managed to turn the business around, but how?

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