Its time we (officially) celebrated Customer Success.

So we've done it :)

Over 500 subscribers to The CS Studio newsletter and I am truly honoured, who would have thought that 9 months ago this was even possible. My little newsletter was just a blank canvas for me to talk about CS, now its being read by so many.

I have even done a giveaway, what!!!

Victoria Williams I really hope you find the book useful and helps support your CS career going forward.

Is it time to have a dedicated CS celebration week?

This is something that I feel NEEDs to happen. There are so many celebration weeks in business like; Customer Service Week & National Payroll Week and it got me thinking, should there be a dedicated Customer Success Week?

Customer Success is one of the fastest growing teams in the business world and I think it should be celebrated, it reaches all industries, all continents and businesses in some way shape or form.

How can we make this happen? I would love to champion this and work with this network to make it a reality.

CS Studio Feature Video featuring, Robert Dean – 'Supporting and Empowering Customer Success Teams'

I recently noticed one of Robert Dean , Head of Client Success at ProCircular LinkedIn posts regarding how you can begin to support and empower your CS Team and it resonated with me instantly, so I asked him to join me in delving into this a little further.

Its safe to say the conversation between Robert & I just flowed, his insights are refreshing and honest, which I think makes for great listening.

NEW - Customer Success handover idea!!!

I was out on my usual morning walk last week and I came up with something, a handover rating that highlights 'DEMAND'

How often have we been handed over a customer and unknowingly, they have either a very high or low demand? I am pretty sure that this is common across most CS orgs and is it something should track as part of the handover?

So I thought, why not have a 'Demand Score/Rating' for example.

1 - Low Demand to 5 - High Demand

I believe it could help set an early expectation and guide to what is required to be successful with your new customer. Easily tracked and scored, easily transitioned on handover and supports the future relationship.

I would love your thoughts :)

CS News, Resources & Events

Planhat have announced a new strategic partnership with LearnUpon a leading Learning Management System (LMS) provider. The two companies are uniting to provide a new way for customer experience teams to blend powerful customer data and on-point customer education to impact customer onboarding, adoption, retention, and growth.

“LearnUpon and Planhat are two solutions that are deeply invested in elevating the customer experience,” said Brendan Noud, CEO and co-founder of LearnUpon. “By partnering, we’re providing our customers with groundbreaking visibility into the customer journey and innovative new tools to enable them to meet their customer-oriented goals.”Tech Spotlight

Read the full statement here.

Customer Success Collective - Save the date and clear your calendar - our inaugural demo day is coming to your screens very soon

?? Thursday September 26

? 8.45am PDT | 11.45am EDT | 4.45pm BST?? Experts from Vitally.io, Ask-AI, Skilljar & ChurnZero

Register here

Tech Spotlight

I wanted to introduce a Tech Stack section to showcase some of the products available to Customer Success Teams, ones you have heard of and perhaps ones you have not.

RevSetter have developed their own CSP completely FREE OF CHARGE, why not reach out to Adam Satz and register below on how the platform can potentially meet your CS needs :)

Register Here

Whats next...

Who knows, ideas always welcome.

I would love to host a group roundtable session for my next feature video, so who's up for it?