The Customer Success Newsletter
The Customer Success Newsletter is a weekly curated collection of 4 helpful articles from around the world of Customer Success.
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If done right, a Customer Success journey map can be the overarching document that all your strategies, playbooks, and metrics tie too.  Philipp Wolf of Custify gives some starting points if you are creating one.

Jess Jurva of LucidWorks (via 'nuffsaid) shares the changes she's made in the past year that help provide a world-class experience to a wide range of customer types. 

Spikes can crush any process. For support leaders, unforeseen or unusual volume will derail your whole support team and have effects that last long beyond the temporary spike.  David Rostan of Stonly has a gameplan to help when your company experiences issue upticks.

In Other News:  Why taking a cue from Batman and creating an alter ego might help you be your best self