Your regular dose of Customer Success Insights by Thomas Voigt

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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

Clarifying Customer Success - From Confusion to Cash Cow

Chasing your revenue targets is tough these days. We all face an era marked by inflation and macroeconomic uncertainty. Start- and scale-ups are now compelled to focus on efficiency, cost management, and a clear return on investment across all functions, particularly in Customer Success. The Cha...

Nov 10, 2024

Let's be honest about AI

As leaders in Customer Success, we stand at the edge of an exciting era of transformation. Artificial Intelligence holds the potential to completely revolutionise how we engage with customers, retain their loyalty, and ensure their satisfaction. Despite the significant obstacles that many organis...

Nov 10, 2024

The Power of Segmentation

Customer segmentation, a strategic approach to dividing your customer base into distinct groups, is a cornerstone of effective Customer Success. By understanding the unique needs, behaviours, and preferences of different customer segments, you can tailor your strategies to deliver exceptional exp...

Nov 10, 2024

Customer Success - the evolution from client support to a growth engine

If you ask Wikipedia today, here is what you get: "Customer success, customer success management, or client advocacy is a business strategy aimed at ensuring that customers achieve their desired outcomes while using a product or service. It involves proactive engagement, personalized support, and...

Nov 10, 2024

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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.

Your regular dose of Customer Success Insights by Thomas Voigt

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