Katie WestWhen 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 1Apr 1
Katie WestIs there a standard renewals process for CS?This was the big question I had when our team first took over renewals.Mar 21Mar 21
Katie WestWhen 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 22Feb 22
Katie WestLand 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 20Feb 20
Katie WestPractical 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, 2023Dec 22, 2023
Katie WestProduct Enablement and a Culture of LearningPreviously: I covered how to Improve Product Adoption on Low Usage Accounts, with a focus on aligning recommendations to customers with…Dec 18, 2023Dec 18, 2023
Katie WestImprove Product Adoption on Low Usage AccountsPreviously: 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, 2023Nov 20, 2023
Katie WestCS Best Practices: Deal ScoringPreviously: I shared Details on Renewal Forecasting with a Calculated GDR based on Product Adoption Score.Nov 20, 2023Nov 20, 2023
Katie WestCS Best Practices: Calculating GDR with a Rolling ForecastPreviously: I reviewed Automation and Scaling: Putting the C360 to Work to offload highly manual work on our team, and help reinforce…Sep 15, 2023Sep 15, 2023