It goes without saying that customer success has changed since the pandemic, but the better questions are how has it evolved? What can leaders do more effectively in response? And how can we learn socially from our CS colleagues and other departments in the world of hybrid work? Angela Guedes,
Saying the customer success rulebook has been ripped up is a massive understatement. In the past couple of years, it’s been torn to shreds, those shreds have burnt to a crisp, and the water poured on the ashes has extinguished any hope of reading the CS rules we once followed
They’re busy taking care of your customers, but who’s looking out for your customer support teams!? This webinar recording gives you all the tips and tools to do just that. The customer support journey starts with understanding your customers, their problems and empathising as you solve them. Doing that well
In these really uncertain times, maybe the only certainty is that customer success teams will be crucial to your success with customers! More than ever, they’re craving support and transparency – which is why those elements are front and centre in our 2021 customer success trends! But the biggest question
Natasha is the Customer Support Training Manager at Gymshark, where she has been working for just over 3 years. She manages training and development for the Customer Support Teams in both the UK & US. How were you delivering training and upskilling your team before HowNow? All our training is
Knowledge might be power, but shared knowledge is what empowers people to thrive in their role while feeling like a part of something bigger. What’s the point in just one or two people having all the information and influence? Collaboration and knowledge sharing often mean shared creativity, ownership and success.
The irony of becoming more productive is that it often takes some trial and error, how can you know if something will make you more efficient without trying it? And if it doesn’t work for you, has that been unproductive? Well, don’t worry about any of that for now, because
Rob’s role as Head of Customer Success Best Practice involves standardising the operations, the tools and the systems that are in place to drive an effective customer success (CS) operation—from how customers are onboarded, to driving value and adoption until renewal. He works with cross-functional teams to make sure tight
You can’t really travel the road to customer success without encountering failure somewhere along the way, or at least a few challenging diversions. But those blips in the journey help you prepare a better route next time. What if you could take a quick shortcut in the form of advice
Successful onboarding is a lot like cooking from a recipe, you’ve got the list of ingredients but how much of each you use, the cooking time and presentation depends on your culinary goals. Let’s leave the kitchen and get back to the office. What we’re saying is that there’s so
It has become a worn-out COVID-19 cliché, but the unprecedented business challenges of the global pandemic are not the type that you typically prepare for. Creating a record number of makeshift home offices, managing clients in huge uncertainty, connecting with your colleagues remotely—the list goes on. With any unsettling situation,
A curious and entrepreneurial spirit, Emma Tiegan — Head Of Customer Success and Operations at SmarterQueue — believes in holistic leadership and is excited by the ever-evolving craft of management. She leads a fully distributed, global team across business operations and customer success at SmarterQueue—a social media management platform used
