You probably heard about “learning to say no diplomatically,” Now, it's time to learn the art of saying yes gradually.

Mastering difficult discussions is a worthy challenge for CSM. It improves one's negotiation and leadership skills in unfavorable situations

Applying a customer Success mindset to internal teams in the organization

Soft skills are a great asset but are used differently when engaging customers and friends in our professional and private lives.

Listening-> Respecting-> Being compassionate -> Being responsive. This is “proactive empathy” in action.

Are we constantly feeling a “𝒇𝒆𝒂𝒓 𝒐𝒇 𝒎𝒊𝒔𝒔𝒊𝒏𝒈 𝒐𝒖𝒕?” while chasing a “finish line” that doesn’t get closer? 

The product team can lead specific customer engagements and promote successful customer outcomes not instead of CS but in full collaboration

If only we could predict stakeholder change in advance. Read more about the predictive signs and your playbook to manage this situation

Read my framework, which simplifies the recruiting process and helps CS leaders develop multiple team competencies.

A permanent beta approach driven by customer feedback should allow organizations to develop and test new capabilities quickly.

The internal product knowledge base can energize and boost your customer engagements. But is it one solution that fits all? 

CS professionals should accept their lack of visibility into clients' decision-making processes. But how can they handle these blind spots?

The CS–support partnership is an asset for organizations and we should leverage it wisely. Read more about the synergies between the teams.

How do you know when your customers "quietly" consider your engagement? Read about the three non-obvious indicators to assess this situation

I recently finished reading “The Start-up of YOU” by Reid Hoffman and Ben Casnocha. The book inspired me to find practical examples of...