Katie West – Medium

Katie West

Katie West

When and how should you specialize roles in CS?

If you are in an early stage company, this is a really important and difficult question to answer. It’s easy to look at an existing and…

Apr 1

When and how should you specialize roles in CS?

Apr 1

Katie West

Is there a standard renewals process for CS?

This was the big question I had when our team first took over renewals.

Mar 21

Is there a standard renewals process for CS?

Mar 21

Katie West

When should you build a Support team?

***Please fill out my CS Benchmarking Survey. I am doing this for personally, and will not share you information with anyone — I’ll share…

Feb 22

Feb 22

Katie West

Land and Expand — How to think about expansion and upsells for CS.

I’ve talked to many founders over the past few months who have talked about the dream — just land the account and then we’ll expand!

Feb 20

Feb 20

Katie West

Should you have a Customer Success org?

A new year, a new post for my blog!

Jan 30

Should you have a Customer Success org?

Jan 30

Katie West

Practical Advice for CS — Not clickbait “thought leadership”.

I’ve seen a lot of people on LinkedIn and Twitter lately pontificating about how to be successful with Customer Success. The posts are…

Dec 22, 2023

Dec 22, 2023

Katie West

Product Enablement and a Culture of Learning

Previously: I covered how to Improve Product Adoption on Low Usage Accounts, with a focus on aligning recommendations to customers with…

Dec 18, 2023

Dec 18, 2023

Katie West

Improve Product Adoption on Low Usage Accounts

Previously: I covered how Deal Scores can help you predict who is going to be most successful with your product, and how to develop…

Nov 20, 2023

Nov 20, 2023

Katie West

CS Best Practices: Deal Scoring

Previously: I shared Details on Renewal Forecasting with a Calculated GDR based on Product Adoption Score.

Nov 20, 2023

Nov 20, 2023

Katie West

CS Best Practices: Calculating GDR with a Rolling Forecast

Previously: I reviewed Automation and Scaling: Putting the C360 to Work to offload highly manual work on our team, and help reinforce…

Sep 15, 2023

Sep 15, 2023

Katie West

Katie West

Customer Success Lead. I write about how to build a CS team from scratch and how to actually use data to manage your growth and team.

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