The CS Academy Newsletter

This newsletter explores the evolution of client support into a growth engine. We aim to provide you with the most relevant and insightful content in this field. In our future editions, you can expect in-depth articles, insightful case studies, expert interviews, and the latest trends in Customer Success. We will also share unique features and tools to help you stay ahead in your CS journey.

Share to…

The Farmer and Hunter Paradigm is dead; long live Customer Success.

Earlier this week, I asked on LinkedIn if CS and account management should merge. This controversial topic has been the most discussed post this year. While the evolving nature of CS and AM is recognised, the decision to merge them should be based on specific company needs, customer segments, an...

Dec 13, 2024

Embracing the Journey: 5 Things I've learned in 2024

What a year of change. As I reflect on my journey since leaving my role as VP of Customer Success in November 2023, I feel a mix of emotions—excitement, uncertainty, and a newfound clarity about what truly matters to me. The transition from a well-defined position to a path of self-discovery has...

Nov 29, 2024

I went to Gainsight's Pulse event. Here's what I've learned

Gainsights' annual industry event, Pulse Europe, happened just this week in Amsterdam. It was two days long and packed with content, where attendees could hear and learn about Gainsights' products, roadmaps, and how they see the world of CS evolving—with AI. I picked this conference because I wan...

Nov 21, 2024

Five steps to build your Customer Success team

Congratulations - you have proven that clients like and buy your products or services! Here are 5 crucial steps to establish and nurture your Customer Success (CS) team and power your revenue growth. 1. Think System Customer Success deals with the post-sales tasks of your revenue function. While ...

Nov 10, 2024

Customer Obsession - a hype or real thing?

Can you really be client-obsessed? Or is it just one of those buzzwords companies like to use to showcase their modern business philosophy or mindset centred on understanding and meeting clients' needs? Old wine in new barrels? Let's dive into it. When you look up the word obsession, you'll find ...

Nov 10, 2024

Hiring a CS Leader for 2025? Here are the five must-have skills to watch out for

As the economy grows in most industries, it's time to consider your growth strategy for next year, your leadership team, and hiring. Time to prioritise and plan for 2025. Here are the five must-have skills of a revenue leader for you to look out for. 1. Good Steward of Capital The overall focus ...

Nov 10, 2024

Three metrics in CS that drives your revenue

The Net Promoter Score (NPS) is a widely used metric for measuring customer satisfaction and loyalty. It asks how likely consumers are to recommend a company, service, or product. However, its limitations have become increasingly apparent. To better understand customer sentiments and drive busine...

Nov 10, 2024

Why CEOs should invest in CS now!

As a CEO of a scale-up, you are in turbulent times. You have proven product/market fit and your first sales leader gained traction. Now, it's time to move your attention to the value-building part of your business. The key to sustainable growth lies not just in acquiring customers but in nurturin...

Nov 10, 2024

Aligning Sales and CS - a CEO guide

As a CEO, you understand the critical role of your sales and customer success (CS) teams in driving revenue growth. However, without proper alignment and collaboration between these two departments, you risk suboptimal performance, increased churn, and missed opportunities. You might have both fu...

Nov 10, 2024

People Success = Customer Success

I once thought putting customers first was the golden rule until I realised something profound. People first or customers first? This question has shaped my career and the businesses I’ve helped. In Germany, I worked with media companies to decode consumer insights. We launched new TV channels an...

Nov 10, 2024

The future of Customer Success

As we look ahead to 2025, the role of Customer Success (CS) is up for a significant transformation. For CS leaders, adopting a truly commercial and go-to-market (GTM) connected approach will drive revenue and nurture customer relationships. This article explores the key elements that wi...

Nov 10, 2024

Start here: How to set up a CS function

Where to begin? Right??? Scaling your company can be overwhelming, and you or your sales leader might have considered building a Customer Success function but don't know where to start? There are so many topics that can trigger focusing on your post-sales activities: Archived Product-Market Fit...

Nov 10, 2024

1 2