Customer Success & Failures
Chad HorenfeldtThe ups and downs of life in customer success. Practical customer success tips that you can use right away.
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 49 | Subscribers | Read | chadhorenfeldt.substack.com |
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Latest Issues
Recent posts by this newsletter. Browse the email archive.
Forward deployed engineers as CSMs: It's a trap
Just when customer success and specifically customer success managers were getting closer to revenue, a new concept is cropping up that may throw a wrench into all of this: The forward-deployed engineer.
The zipper that snapped—and so did I
It’s 10:15 AM, and we need to leave for our cruise ship in an hour. My mother-in-law brought the entire extended family—18 of us altogether—on an Alaskan cruise. We were all very excited to board after spending a fun 24 hours in Seattle. Of...
Why “happy” customers still churn
Greg Daines’ research reveals a game-changing truth: customers who measure results stay an average of six times longer than those who don’t.1 Yet, many CSMs still pour their energy solely into product adoption—while neglecting the one thing...
How to Go from Task Manager to Trusted Advisor
Customer success professionals are often thrown into the deep end. They are told to act like trusted advisors, which includes driving adoption, building relationships, or uncovering growth opportunities without being given clear instruction...
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Authors
The writers behind this newsletter.
Customer champion. Author: \ud83d\udcd5 The Strategic Customer Success Manager. A leader that is always learning. Customer Success & Customer Experience executive @Siena. Father of 3. Leafs fan
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