Customer Success teams may operate in different ways depending on their strategy and customer base, but one thing all Customer Success teams have in common (or at least should have in common) is that they all aim to prevent and decrease churn. Some organizations will say that their goal is to achieve negative revenue churn (which is when your expansion revenue is greater than your churned revenue) but it’s difficult to achieve this if you aren’t focused on how to prevent churn in the first place. There are two sides to the conversation on churn. Preventing churn and fighting churn…

A lot of things in life are not black and white, but I want to chat about one thing that at least in my mind is. It’s the matter of whether to include Customer Success Managers in introductions and onboarding when a Professional Services team is involved and responsible for implementation.   I’ve recently been part of a number of discussions that ask whether CSMs should be introduced before or after a Professional Services team completes their implementation. I am also often asked how to manage the Sales to Customer Success handoff when Professional Services is involved as well. I’ve…