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 Art of Nojitsu: Say No In A Business Environment

In his book The Art of Saying NO, Damon Zahariades writes that saying no is one of the most powerful skills you can develop as a business leader. So then why is it so hard to put into action? Vanessa Bohns, a professor of organizational behavior at Cornell University, explains that our need to connect with others is instinctive, you could even say primal. We know that we need each other to thrive in life and the idea of a disapproving tribe can be a terrifying prospect.

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3 Actionable Totango Tips that Turn Up the Heat in Customer Success

We may have been greeted by the infamous Miami humidity and tropical rain, but Totango brought the heat indoors with their 2022 Customer Success Summit earlier this month. There wasn’t a more fired-up place to be than the Eden Roc Hotel, right off the coast of Miami Beach where over 200 Totango customers and staff joined together to train, learn, grow, collaborate, and share how Customer Success is not just a department or a function, but a philosophy and a mindset that drives the purpose and function of their products and company culture.

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How To Develop a Customer Success Mindset and Align With Marketing

How To Develop a Customer Success Mindset and Align With Marketing By Sabina Pons, Operating Partner at Growth Molecules. A customer success mindset will make your business flourish. Learn the ins and outs of customer success and how to align with your marketing team. Customer Success vs. Customer Service When you hear the term “customer success,”

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How Does Customer Success Lead to Revenue Growth?

One of the most important parties in the tech business is not the investors nor the ideation masters. The customers who call the shots and make the wheel of fortune turn in favor or against a brand today are the customers who have insurmountable power over the market. They are responsible for making trends and products viral or turning brands into a flop, which is why every company must focus on customer success rates.

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Customer Conferences & Employee Summits: 5 Tips To Ensure Success

Are you uncertain about where to start after becoming accustomed to hosting online events? Do you feel overwhelmed and apprehensive about the strategy and tactical logistics of bringing customers, prospective customers, and employees together? Rest assured that you are in good company.

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Customer Success Misunderstood or Mastered?

“Squishy,” “fluffy,” “nice-to-have.” As a passionate advocate for Customer Success, these descriptions of this critical practice area are painful to hear. After nearly two decades of meaningful contributions to growing some of the most respected and profitable SaaS companies in Silicon Valley and around the globe, one would think that Customer Success’ value was understood, and certainly that the definition was known.

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Customer Journey Mapping: It Should Feel Like Candy Land Rather Than Twister

Customer Journey Mapping: It Should Feel Like Candy Land Rather Than Twister Written By: Sabina M. Pons, Annie Stefano, & Emilia D’Anzica According to Mark Jefferey, Author, and Professor at the Kellogg School of Management, less than 20% of companies leverage customer data to make business decisions. Leaders are frustrated with either not having customer

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10 Questions to Measure your CS Ops Maturity

When it works, the technology, the processes, the people are a high performing yet graceful machine. It’s art. And when it fails to work–customers don’t launch, don’t adopt our product, CSMs are unprepared or not informed–it’s quite ugly. In short, Thanos steals half our renewals and we’re wiping the ashes of churned customers away from our tear-filled eyes.

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