Build and Scale a Modern Customer Success Team
Every Friday morning 5000+ subscribers get an issue covering a key aspect of building and scaling a modern Customer Success team.
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Previous Issues of the This is Growth Newsletter
TIG #42: 3 Roles To Scale Your Customer Success Team
You can’t scale your CS team without rethinking the roles you hire for. Here are 3 key roles and how to secure investment for them.
TIG #40: How to Automate EBRs for CS Teams
Reduce the time to create EBRs from hours to seconds, and maximise the number of customers you can proactively communicate value to!
TIG #39: Build The Ultimate CSM Incentive Program
A simple Incentive Programme that motivates CSMs to prioritise the right work and create a ton of value for customers and the business.
TIG #38: The 8 Skills Every CSM Should Develop
Help high-potential candidates develop into great CSMs by focusing on helping them develop 8 core skills.
TIG #37: Tailor Your Customer Experience At Scale Using Personas 🚀
Combining personas and Jobs to Be Done is the key to unlocking a tailored customer experience for your customers. Here’s how to get started.
TIG #36: Create a Movement. Increase Customer Engagement.
We’re all struggling to get customer engagement. The key to getting customers to connect is to create a movement that helps drive success.
TIG #35: 3 Practical Ways To Start Using AI to scale your CS team
Everyone is talking about AI, but how can you use it to scale Customer Success? Here are 3 practical ways for you to start using AI now.
TIG #34: A Customer Segmentation Strategy That Helps You Scale Better
How CS Teams can improve their segmentation strategy and organise in a more dynamic way to scale better and drive better customer outcomes.a
TIG #33: Maximise the adoption of your CS Playbooks
Surprising insights on why CSMs are not using your CS playbooks. Followed by lessons & tips to drive adoption!
TIG #32: Scaling Customer Education To Drive Engagement and Retention
Why are the tried and tested tools and industry best practices for scaling customer education not working for you?
TIG #31: Want To Understand The Impact Of Your CS Strategy? Here is how.
With teams burning out and customers yearning for more value, it’s a moment to question the effectiveness of our strategies.
TIG #30: 8 Guiding Principles For Creating Content That Drives Customer Outcomes 📝
Creating content your customers want to consume is the key to unlocking your growth. These principles will get you there.
TIG #29: Mastering Customer Success – The 5 Laws to Drive Exceptional Results! 🚀
Discover the 5 Laws to Drive Revenue Retention: Engagement, Adoption, Outcomes, Experience, and Time to Value.
TIG #28: Fixing The Deceptive Nature of The Churn Rate
Growth can distort the true picture of retention and keep you focused on the wrong thing. Here’s how to fix it.
TIG #27: How To Monetise Your Customer Success Team
What if charging for CS could improve engagement and adoption, deliver better customer outcomes and enhance the experience all in one?
TIG #26: Minimising The Cost Of Customer Transfers
Optimise your transfer process with 2 essential tools that enhance the customer experience and mitigate churn risk.