CS organizations usually go from being more organic to more organized. However, even during the early days, there should always be a clear strategic vision and mission in place.

The C-Suite’s understanding of the CS leadership role—the playbooks they will execute, the ROI they will produce, and the support they will need—is key to making the right hire.

A Customer Success Platform caters to the diverse business and customer intelligence needs of different stakeholders—starting from the CSM all the way up to the CEO and Board.

Organizations tend to make similar mistakes while hiring for Customer Success. You can avoid them with hiring insights from recruiting partners and by understanding wider market trends.

Every Customer Success Leader must answer some strategic questions for their company, customers, team, and themselves. Being able to successfully answer these questions is a make-or-break, yet learnable, leadership skill.

Making sense of customer data and deriving actionable customer intelligence from it is a critical first step toward customer success.

Customer Success should be a trusted advisor to customers so that internal champions continue to evangelize for you across roles and turnover.

In contrast to business intelligence, which is inward facing, customer intelligence centers on customer value. This influences how you structure your data, reporting, dashboards, and even teams.

Customer Success teams can become more customer-centric by better understanding customer data—in all its variety and velocity—and having a clear line of sight on what they want.

What differentiates best-of-breed CS teams from the rest is their ability to transform massive amounts of data to intelligent insights to meaningful action at scale.