AI isn’t just changing the tools we use, it’s reshaping the entire conversation around business value, accountability, and risk.    In this... more

Customer success was supposed to be the future. So why are so many CS teams under-resourced, misunderstood, and fighting to... more

Most account plans feel like busywork. Why? Because they’re built in a broken system that rewards documentation over results.   In this... more

Most account managers are chasing career growth, but few stop to ask whether their next opportunity might already be within... more

Securing Megadeals requires more than just a strong pitch. It demands a deep understanding of deal orchestration and stakeholder management.   In... more

Most companies treat onboarding like a finish line, but it’s the starting gate for retention, customer success, and long-term revenue.   Alex... more

RevOps is more than a back-office function. It is a game-changer for sales operations, account management, and long-term revenue growth.   Alex... more

Most companies chase new customers without realizing retention is where real growth happens. Bob Mathers joins Alex Raymond to share... more

Customer success is at a crossroads. Does it need a complete rebrand? A new strategy? A bigger role in driving... more

Drowning in unrealistic expectations? If “hero mode” feels like your default setting, it’s time for a reset.   Rachel Provan, a customer... more

Most account managers are told to ask great questions, but without trust, those questions go nowhere. So how do you... more

Most customer success strategies miss the mark because they push a product instead of solving real customer pain points. So... more

Account management is more than a role. It’s the backbone of customer success and a springboard to leadership. David Karp,... more

“Any successful organization is only successful because it puts its customers at the heart of what it does. If they’re... more

Retention is the secret weapon for sustainable growth, yet too many companies overlook its true power. Ali Cudby, the CEO... more

Customer success teams are facing mounting pressure to prove their worth as organizations tighten budgets and shift priorities. Ed Powers,... more

“Customer success is no longer just held accountable for adoption and NPS; CS teams now have to own a portion... more

How can account managers and customer success teams become true drivers of growth in today’s competitive, profit-focused landscape? In this... more

“It’s all about ‘what I want the customer to do based on what I care about.’ Nobody says that explicitly,... more

“We’re diplomats, we’re orchestrators, we’re figuring out how to thread the needle of client needs and agency ambitions,” explains James... more

Most account plans fail not because they lack detail, but because they fall short as tools for proactive, strategic partnership.... more

“There’s a mythology surrounding the concept of listening to the customer and being customer-centric. It comes from the fact that... more

Blind spots in customer understanding can hold companies back, but customer advisory boards offer a way to uncover them and... more

“Most QBRs suck,” says Alex Raymond, calling out the truth that too many Quarterly Business Reviews are boring, one-sided, and... more

“I strongly believe that there’s a strong connection between employee experience and customer experience. Employee experience drives the customer experience,”... more

“When we try to get customers to do something, if we ourselves don’t know what the path to success looks... more

“You’ve got to move your customers to be a partner. Your aim is to get larger revenues, have partnership relationships... more

“Winning somebody back who had experiences with you is easier than taking net new share. You need to understand why... more

“Happy customers stay, and unhappy customers leave”—or at least that’s what we’ve always believed. But Greg Daines, a customer retention... more