The Customer Success Newsletter is a weekly curated collection of 4 Customer Success articles intended to help improve your CS skills and understanding.
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Customer feedback is one of the most difficult things to manage; it can come in a dozen different formats, across a dozen channels, from a dozen different people. Casey Paxton of Parlor gives us steps to organize and act on this valuable resource.
While account planning may start as a sales motion, handing it off to Customer Success to continue to develop a high level understanding of your customers. Daniel Currin of Hubspot has two different way to approach account planning along with a handy template.
"I want to speak to a manager". Not a phrase you want to hear in support, but one that inevitably happens. Cori Pearce of ChurnZero has 5 steps that can help make sure escalations are a smooth process.
