Field notes and playbooks on customer health, churn prevention, and expansion revenue, for the teams who own the number.
The most quoted rule in customer success asks every CSM to meet five customers on site every month. Priced at published 2026 government and airline rates, that is about 39,000 dollars a year per CSM and half the working year on the road. Fewer than one employer in fifteen funds it.
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The numbers everyone quotes about advisory boards come from one consultancy describing its own clients. And across thousands of live customer success postings, almost none make running a board anybody's job. Here is how to run one anyway: size, selection, charter, agenda, cost, and when to stop.
Read moreEvery stakeholder mapping guide is written for a salesperson chasing a deal. After the signature the committee changes shape and nobody sends you a new org chart. Across 876 software companies hiring now, one posting in sixty names a stakeholder map. Here is the post-sale version.
Read moreEvery guide to handling an angry client is a tips list with nothing behind it. The service recovery research says something less comfortable. Handling a complaint well makes customers feel better about the complaint, and does not reliably make them stay.
Read moreEvery customer success tech stack guide is written by a company selling one of the layers. We measured it instead, from the job posts of companies hiring customer success teams. The CRM is named more than twice as often as a dedicated platform, and most teams show no sign of anyone to run one.
Read moreEvery guide gives you the same definition and it settles no argument you are actually having. ARR is not an accounting standard, so the ambiguous cases have no authority to appeal to. Here are the seven decisions that determine whether your number is right, and what to write down.
Read moreCustomer education is the content. Customer enablement is the coordination of it. Across 67 software companies hiring now, only 11 of 47 enablement openings are customer-facing, and employers say enablement ten times for every once they say education.
Read moreSwitching from ChurnZero starts with a cost nobody mentions at renewal: the REST API is a paid add-on, and without it the complete route out is closed. Here is what the API exposes object by object, what it will not give up, and what the move actually costs in time.
Read moreOnboarding is taking too long because nobody is accountable for the date. Across 76 live Customer Success Manager postings, not one mentions go-live. Here is why the date moves, the signals that arrive weeks before it does, and the five moves that recover one already running late.
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