Danielle describes to me, Dean Colegate, how she maximises renewal and upsell revenue by combining classic Customer Success skills with deep questioning techniques she learned when she was in Sales.

This week David Brown describes to me, Dean Colegate, the learning he had from a Sales colleague that change the way he has subsequently treated renewals in his CS organisations.

This week I'm delighted to be joined by Lara Barnes who shares her Customer Lifecycle Project which transformed customer centricity in her company.

After several acquisitions, Lara realised there was so much mis alignment within her company that it was having a detrimental impact on their customers . As Senior VP of Customer Success she embarked on a project to change that which made big improvements in NPS, retention and the internal profile of CS.