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 | 63 | Founded | 5 years ago | Last Issue | 2 months ago |
| Active | |||||
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chadhorenfeldt.substack.comLatest Issues
The weekly report I wish my manager sent me
Early in my career, I had no idea how I was actually doing. Not because my managers didn’t care. Because nobody had the time or the data to tell me. I’d get feedback in a quarterly review that referenced things from months ago. Or I’d sit i...
Don't Start With Goals. Find the Crux First
“Don’t start with goals—start by understanding the challenge and finding its crux.”
That line is from Richard Rumelt’s The Crux, and it has shaped how I’ve approached my first month at Advoca. The idea is simple: before you can solve any...
Customer success is a revenue function. Act like it.
A few months into my time at Siena, I was sitting in a renewal meeting that felt uncomfortably familiar.
The customer had concerns. Usage was uneven. Adoption had stalled. The tone was polite but cautious. You could feel the uncertainty ha...
How AI transforms customer meetings: From reactive check-ins to strategic conversations
I recently wrapped up a Maven lightning lesson on how CS teams can leverage AI to transform customer meetings. In just under 30 minutes, I shared three frameworks that can immediately upgrade how you prepare for, conduct, and evaluate your...
I just solved my biggest LinkedIn problem in 30 minutes (and you can too)
I just built something that changed how I think about my LinkedIn network and I did it in 30 minutes. 🤯
Like many of you, I have thousands of connections but no systematic way to maintain the relationships that actually matter. So I creat...
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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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