CS Insider Report #12
CS Insider Report #12

CS Insider Report #12

Subscribe below to get our condensed insider reports, delivered fresh from the oven at 550 degrees. Make sure to let cool for 15 minutes before opening πŸ”₯


A note from the editor


πŸ‘‰ Follow me on LinkedIn

Hola! Thank you for reading through our 12th CS Insider Report. After 6 months, we've consistently published a report once every two weeks. Additionally, our team's been reflecting on what's next for CS Insider. All I can say right now is BIG changes are coming so please keep an eye out for more to come. Before then, take a gander below to see all that's happening in the CS community.


CS Insider Updates & New Publications


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⌚ Here's are our top favorites, shuffled for the week πŸ”€


  • Kristi Faltorusso shares an easy-to-follow framework for creating a Customer Journey. Be sure to check out Kristi's LinkedIn feed to see her dig deep into each stage of the Customer Journey in separate posts including Align, Execute, Realize, and Advocate!
  • Customer Onboarding Maturity Model β€” Rocketlane

πŸ–₯️ Videos





  • Trustpage provides software teams a single, connected hub for building trust with prospects and customers, assisted by AI.
  • Hera the personal assistant that will make you love meetings.
  • inlytics β€” LinkedIn analytics for personal profiles.

🎫Upcoming Events


πŸ“ˆTrending on LinkedIn

  • Jared Orr shares his most valuable lessons in his 3 years as a CSM.
  • Kristi Faltorusso talks about the 20 most valuable expectations she has for her team, and talks about change being hard but important.
  • Bhavika Kochhar talks about innovating during my career trajectory.
  • Diana De Jesus highlights the challenges coming from a Support role to a Customer Success role.
  • Josh Schachter provides a recap of his recent Customer Success Festival session discussing the topic of "How to Build a Killer CS Career".
  • Markus Rentsch outlines the BCG-Matrix as a tool to segment your customers using the dimensions profitability (revenue – costs) and growth potential and breaks down actionable ways to fix churn.
  • Dana Alvarenga shares a sneak peak of her session at The Customer Conference focused on building a great Customer Program and reminds us the relationships come first and the advocates after. Check out this other post from Dana about how to prepare for your in-person customer events!
  • Christian Jakenfelds recaps a 'nuffsaid podcast episode including actionable tips to align Customer Success, Product, Sales and Marketing.
  • Yaagneshwaran Ganesh shared how you can identify potential customer churn using conversation intelligence.
  • Ashna Patel answers the question, "What do you think is the key in developing a Long-term Customer Relationship?"... SPOILER ALERT: The answer is trust! Check out the post to learn more about how you can build trust with your customers.

  • Erika Villarreal is looking out for the Customer Success job hunters and reminds us that communicating the value you are going to bring to their company and the problems that you are going to help solve is what will help you stand out as the right choice to the employer.
  • Maranda Dziekonski shares tactics she’s used during her career to improve NPS scores.
  • Tanuj Diwan compiled a list of appeals for CSMs on how we can work together to make a brighter future for our customers on behalf of Product Managers.


πŸ”¦Community Spotlight


πŸŽ‰ Community Wins

πŸŽ‰ Ashna Patel started a new position as Customer Success Coach (Volunteer) at Catalyst Software.

πŸŽ‰ Bo Avery completed CCSM Level 1 by SuccessHACKER.

πŸŽ‰ Heather Wintermantel joined Zendesk as Vice President of Enterprise Customer Experiences.

πŸŽ‰ Daniel Kanter started as a Senior Customer Success Manager at Salesforce.

πŸŽ‰ Emre Aktas joined the inSided Customer Success team as Onboarding & Migration Specialist.

πŸŽ‰ Apolline Belloir joined Pluralsight as Customer Success Manager.

πŸŽ‰ Marija Skobe-Pilley started a new position as Customer Success Manager at AppDynamics.