Educate customers if adoption is a challenge, educate them about the Outcomes that will get affected due to low adoption, and try to give them an area in your platform (or reports) where they can track and measure their own adoption.

An insightful Kaffeine & Karrots conversation between Rohan Sheth (Director of Customer Success, SmartKarrot Inc.) and Jennifer Chiang (Head of Customer Success, Seso.) about The need for alignment between Customer Success & Product Teams.

Change Management is learning new habits at work and new ways of doing their job on a daily basis in such a way that not only are they are successful, but also everyone else in their organization is successful.

Be ready for change. Willing to accept challenges and change is the first step to becoming a successful Customer Success Manager, Director, or VP.

An insightful Kaffeine & Karrots conversation between Shannon Nishi (Director of Customer Success at Customer.io) and Joseph Henson (Director of Sales, SmartKarrot Inc. ) about Scaling CS best practices and teams, and identifying and executing expansion opportunities.

The 3 factors of deciding on a vendor in B2B:

What’s in it for me (WIIFM)?

What’s in it for the Company?

What’s the element of risk (for me and the company) with this decision?

From the client’s perspective, change management is about managing the change in the day-to-day habits. And to manage this change consistently and long enough to enable the organization to pivot to a new way of functioning.

If we divide EXPANSION into closing deals and creating leads, the lead generation part... is a GREAT opportunity for CSMS to have a seat at the “Revenue Table” because Account Managers are not usually great at doing lead generation.

To begin with, startups should focus on measuring the most essential customer success metrics—adoption, engagement, and renewal—instead of trying to boil the ocean.

An insightful Kaffeine & Karrots conversation between Rohan Sheth (Director – Client Services, SmartKarrot) and Adam Wiedner (Customer Success Manager, Lexipol) about why data is the best tool for enhancing intuition.