CS Insider Report #8 - April 27th
CS Insider Report #8 - April 27th

CS Insider Report #8 - April 27th

πŸ’‘

A note from the editor

Report #8 is hot off the presses πŸ“° It's been 4 months since CS Insider launched and we've already grown to over 23 passionate team members and 600+ subscribers! We are doing what we love & can't thank you enough for being a part of this amazing community. Here are some updates from the team:

image

πŸ‘‰ Follow me on LinkedIn!

  1. We released new articles from our talented contributors😎
  2. Our new 2021 Talent Survey needs your input. Help us discover what you want from a job in Customer Success.
  3. Our next set of CS Speed Mixers are around the corner on May 6th. Save your spot!
  4. We've grown to 23 founding team members. If you want to get in on the ground floor, there's still time to join here.

Please make sure to 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”₯

Table of Contents

image

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

πŸ“šResources

πŸ–₯️Videos

Churn & How to Avoid It β€” Anita Toth & Rick Adams, Practical CSM
Time to Zero and Why it is Important - Rants & Musings with Rick Adams β€” Practical CSM
How to Detect Team Stress & Manage It β€” UpdateAI
Pipeline Management for Customer Success β€” Kristen Hayer (Success League), clientsuccess
How to Build a Customer Success Program in Early-Stage Startup β€” Tobe Thompson & Irit Eizips, CSM Practice

Who should own the Renewals and Upsells? Sales or Customer Success? β€” Boaz Maor & Irit Eizips, CSM Practice

πŸ“°News

πŸ“Articles

🎧Podcasts

E29 - It's Harder To Be You Than You Might Think β€” Ben Winn & Diana De Jesus, NPS I Love You
E39 - Lessons from the C-Suite with Megan Bowan β€” Marija S.Pilley & Megan Bowen, Women in Customer Success Podcast

πŸ•ΉοΈTech

  • Yac β€” Async voice and video messages let you share designs, talk to your team, and reclaim your day
  • Scribe β€” Transform meetings into instantly searchable and shareable video & text
  • Calendso β€” The open source Calendly alternative

🎫Events

image

πŸ“ˆTrending on LinkedIn

Queen Joseph shares helpful tips around the sales to CS handoff process.
image
Cole Sanders Gives an important advise to the frontline CSM.
image
Emilia D'Anzica discusses why employee & customer onboarding is the 1st step to brand growth & success OR a lost opportunity
image
Jeff Breunsbach gets inspired by marketing examples & shares tips on how to WRITE clearly. He also helps us think about prioritization & how to focus on the right things.
image
image
Jay Nathan shares why leadership might just be the most underrated skill of Customer Success.
image
Markus Rentsch goes over why your customer success performance depends on the quality of your customer relationships & shares a comparison between Self-Centric vs Customer-Centric Company.
image
image
image
Ashna Patel shares why presentation matters in Customer Success. Then she goes on & shares how your past experience can teach you valuable lessons in Customer Success. She even shares her SWOT analysis on CS & signs to be a great CSM. Lastly, she shares her stash of CS reads.
image
image
image
image
image
image
image
image
image
Erika Villarreal explains why it is okay to try, fail & learn from our mistakes in Customer Success & shares CS Learning Channels.
image
image
image
image
Alex Farmer asks "what is your optimal high-touch EBR/QBR agenda?"
image
Anita Toth asks whether Customer Experience or Customer Success is more important.
image
Amarachi Ogueji shares A through Z of Customer Success. Can you fill in the rest?
image
Dana Alvarenga shares a list of five recommendations on how to achieve early customer wins.
image
Chris Hicken asks "Where should CS Ops report?"
image
Alexandra Thebert asks how you train customers up on your product.
image

Lindsey Neff (M.Ed) talks about Customer Success as a Classroom Teacher.
image
Kristi Faltorusso shares 8 Elements of Business Reviews.
image
image
Maranda Ann Dziekonski (she/her) discusses how to tell if a role in Customer Success is right for you.
image
Josh Schachter shares five πŸ”₯ tips on how Customer Success leaders can create a great team culture, but also with empowering working parents.

image
Cris Sample shares tips for sales to CS hand-off.
image
Arit Nsemo gives some great advice on Zoom fatigue.
image

Jared Orr asks about lessons learned when it comes to being an effective CSM or joining as the first of many original hires at a company.
image
Diana De Jesus asks...what's your thing?
image

image

πŸ’­ Ashna's Corner

Namaste πŸ™πŸ½

Welcome to Ashna's Corner! As you get replenished with our Customer Success recipes, I am here to provide you with your weekly dose of Self-Success!

✳️

April: Zoom (Video) Fatigue

Did you know April was "Mental Health Awareness" Month?

When it comes to mental health, there are many aspects that are not in our control. We often find ourselves dwelling over what we cannot control & forgot to think about things that we CAN control.

Take an example of virtual meetings & our "new Normal". Zoom fatigue is a real deal & we should not take it lightly.

So rather than thinking about what we cannot change, let's focus on what we CAN change.

With that in mind, in today's Ashna's Self-Success Episode she will be discussing some common practices to avoid or remedy Zooom (Video) Fatigue!

  • Avoid scheduling back to back calls
  • Keep a day to yourself- Call it a ZEN day or no meetings day or Only internal meetings day
  • Try scheduling meetings for 50 minutes instead of 60, give yourself and others 10 minutes to wrap up from one session, gather thoughts on the next one, stretch a bit & join the next one
  • Turn off your camera when you don't need it. It's better to be real & explain why you can't than to force a smile & pretend to be happy.
  • Remember to take time off for yourself, take a walk, drink lots of water!

To learn more about Self-Success & Customer Success from Ashna Patel, follow her on Linkedin!

image

πŸ”¦Community Spotlight

image

πŸŽ‰ Community Wins

πŸŽ‰Angela Guedes accepted the Head of Customer Success role at Belvo.

πŸŽ‰Ken Duffie, CCSM completed CCSM Level 1 with SuccessHACKER.

πŸŽ‰Amber Read completed CCSM Level 1 with SuccessHACKER.

πŸŽ‰Joanita De souza completed CCSM Level 1 with SuccessHACKER.

πŸŽ‰Jeremy Donaldson welcomed a little bundle of Joy to the world. ASHER 😍

πŸŽ‰Annie Roberts joined FutureFit AI as a CSM.

πŸŽ‰Betty Woods discussed her first week in Miro's wonderful work culture.

πŸŽ‰Fraser Goodrich joined Vivacity Labs as a Technical CSM.

πŸŽ‰Sabina M. Pons (She/Her) joined Growth Molecules as a Partner & Principal Consultant.

πŸŽ‰Betty Woods completed her 1st week at Miro as an Enterprise CSM.

πŸŽ‰Samrat Tandon joined Vertex Inc as a VP of Customer Success.

πŸŽ‰Greg Luciano received the Excellence in Customer Service 2021 Award as Manager of the Year by Contentstack!

πŸŽ‰Michael J Cruz joined Tableau Software, now part of Salesforce, as Senior Principal Success Manager.

πŸŽ‰Asaff Zamir accepted a lecturer position to teach "Customer Success Management" as part of their MBA Program at The Academic College of Tel-Aviv, Yaffo.

πŸŽ‰Sasi Yajamanyam reached his fundraising goal to publish his upcoming new book as a paperback & ebook.