Newsletter – Daphne Costa Lopes

Build and Scale a Modern Customer Success Team

Every Friday morning 2500+ subscribers get an issue covering a key aspect of building and scaling a modern Customer Success team.

Learn something valuable and actionable in 3 minutes or less

Digital Customer Success is a strategy, not a segment. But we can’t always start big, so newsletter will help you get off the ground!

Customer Success and Sales should be tightly aligned, but they are often not. Here are 3 simple ideas to improve this important relationship today.

Times are hard, that’s why you need to think outside the box and invest in bold ideas that can transform your Customer Success strategy.

CES can be a great way to find process friction and improve the customer journey. But can it tell you anything about retention?

Supercharge your customer’s outcomes at scale by delivering actionable insights on key jobs to be done directly where users work.

Learn how to leverage your Customer Journey map to make incremental improvements that will transform the customer experience for the better.

1:1s are at the core of a manager’s operating rhythm. Make the most out of them by focusing on numbers, actions and feedback.

Service your customers in a way that drives outcomes and is financially feasible by taking your segmentation strategy to the next level.

There is no question that NRR is the north star metric of Customer Success. But should our individual CSMs be measured on it?

Learn how to build a simple NRR forecast tool that will work whether you are on excel, in a CRM or use a CS platform.

If you think you need a fancy tech stack to build an engine for proactive work, think again. Learn how you can make a simple start.

TIG #14: Scaling Your CSMs Autonomy To Solve For The Customer

Scaling doesn’t have to make your CS team slow and unresponsive to customer needs. You can scale and remain flexible using these 3 steps.

Demonstrating that your product helps drive outcomes for customers is a must-have in today’s environment. Here is how you can do it.

Frustrated at the level at which your team assimilates information? The key to solving this issue is to bring structure and focus.

Getting targets right for your CS team can be the difference between the success and failure of your strategy. Optimise it for success.

Your customers are overwhelmed by communication. Stand out and cut through the noise using this actionable tip.

Invest in processes and systems that will help CSMs spend more time customer-facing, and less time doing administrative tasks.