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"What is" Descriptions
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Sep 9

What Creates Better Customer Outcomes, Leading with an Employee or Customer-First Mentality?

What's better, focusing on my customers or the employees responsible for their success? Veteran COO Dave Willner & Adam Peddicord review.

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Best Practices for Leveraging Data Science in Customer Success

Adam Peddicord

Aug 26

Best Practices for Leveraging Data Science in Customer Success

What is data science & how should customer success leverage it? Chief Scientist Rob Jasper & Adam Peddicord discuss in this video!

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Maximizing the Potential of the Customer Relationship

Adam Peddicord

Aug 13

Maximizing the Potential of the Customer Relationship

How can I leverage my personal toolkit to expand my relationship with customers? Nicole Jansen & Adam Peddicord discuss in this video!

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Improving the Customer Experience with Responsible Analytics while Protecting Privacy

Adam Peddicord

Aug 11

Improving the Customer Experience with Responsible Analytics while Protecting Privacy

How do I improve CX & retention while protecting customer privacy? Joe Grant Bluechel & Adam Peddicord explore in this video.

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Designing Differentiators that Result in Better Customer Outcomes

Adam Peddicord

Jul 10

Designing Differentiators that Result in Better Customer Outcomes

How can I assure that my differentiator(s) are best utilized to ensure customer value and renewal? Brad Krueger & Adam Peddicord discuss!

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Adam Peddicord

Jul 8

How to Have Courageous Conversations

How do you move to inclusion & belonging? DEI transformation consultant Dr. Kimberly Harden & Adam Peddicord explore for customer success!

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Bringing Customers to the Center of the Conversation in a Product & Partner-Centric Culture

Adam Peddicord

Jul 2

Bringing Customers to the Center of the Conversation in a Product & Partner-Centric Culture

How can customer success leaders get their businesses to think in a customer-centric way? This episode with Christine McHugh shares how!

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Not Letting the Contract get in the way of the Relationship

Adam Peddicord

Jun 25

Not Letting the Contract get in the way of the Relationship

How can you best put the contract in front of the customer without placing revenue at risk? Attorney Heather Campbell advises in this vlog.

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How to go about Retaining your Customers During Massive Disruption

Adam Peddicord

Jun 18

How to go about Retaining your Customers During Massive Disruption

How can you triage quickly, understand what your customers are expecting, and execute quickly? This and more in this live stream recording.

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Transitioning to Automated Processes in a Customer Empowering & Employee Freeing Way

Adam Peddicord

Jun 11

Transitioning to Automated Processes in a Customer Empowering & Employee Freeing Way

Learn how to discover where your automation opportunities exist and how to execute them in a CX friendly way with Trisha Fridrich and I!

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Customer Success Trends in Machine Learning & AI

Adam Peddicord

May 28

Customer Success Trends in Machine Learning & AI

What is going on with machine learning and AI in Customer Success? Watch our live event recording and learn from industry vet Terry Miller!

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Being Customer-Centric, and what that looks like organizationally

Adam Peddicord

May 14

Being Customer-Centric, and what that looks like organizationally

What does a customer-centric organization look like? Watch this video for quick tips on starting to think, speak, and act like one!

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What "is" Customer Success, and why you should care?

Adam Peddicord

May 12

What "is" Customer Success, and why you should care?

What is Customer Success and why should you care? Learn here!

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Introduction to the Sensibleness and Specificity Average (SSA)

Adam Peddicord

Mar 16

Introduction to the Sensibleness and Specificity Average (SSA)

Learn what the Sensibleness and Specificity Average (SSA) is and why every customer success leader needs to know it.

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An Introduction to the Customer Satisfaction Score (CSAT)

Adam Peddicord

Mar 4

An Introduction to the Customer Satisfaction Score (CSAT)

Learn what is the Customer Satisfaction Score (CSAT), why it's important, and how you measure it.

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An Introduction to the Net Promoter Score (NPS)

Adam Peddicord

Mar 4

An Introduction to the Net Promoter Score (NPS)

Learn what is the Net Promoter Score (NPS), why it's important, and how you measure it.

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An Introduction to the Customer Effort Score (CES)

Adam Peddicord

Mar 2

An Introduction to the Customer Effort Score (CES)

Learn what is the Customer Effort Score (CES), why it's important, and how you measure it.

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Adam Peddicord

Jan 27

What "is" a Customer-Centric Culture?

Understand what a customer-centric culture is and get some tips & tricks on how to build one.

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Adam Peddicord

Nov 1, 2019

Remember Me

Learn why it's important to include win-back campaigns as part of your customer-centric culture strategy.

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Adam Peddicord

Oct 8, 2019

What "is" Customer Success?

Learn about what Customer Success "is" and how companies typically build out their customer success team.

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