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CS Insights

Let me tell you what I really think about Customer Success.

Come along as I share my thoughts and advice on all things Customer Success and Leadership. Browse through webinars, podcasts, articles and more to get my perspective on CS and beyond.

Dec 20, 20231 min read

How to Transform Customer Success to Drive Retention

On this episode of the Scaleup Valley podcast, Mike Dias speaks with Kristi Faltorusso, VP of Customer Success at Client Success Key...

Dec 20, 20231 min read

Do You Have Doubts About Customer Success

Do you have doubts about customer success? Learn with our guests from Bizzabo and BetterCloud and clear all your doubts. - Host: Ryan...

Dec 20, 20231 min read

The 10X Team: Secrets to CS Scale from the GameChangers at Intellishift

High growth? Limited resources? Only 24 hours in the day? Chances are that in Customer Success you’ve faced one of these barriers. So how...

Dec 20, 20231 min read

Customer Offboarding and Exit Interviews to End on a High Note

Customers will inevitably churn, but how you manage that process and experience will dictate what they say about you and if they will...

Dec 20, 20231 min read

How to Execute a Customer Objectives Review (COR) Meeting that Executives Will Want to Attend

Join Kristi Faltorusso, VP of Customer Success at ClientSuccess, as she introduces her Customer Objectives Review (COR) meeting as a new...

Dec 20, 20231 min read

Architecting Your Customer Success Interview Process

Staffing your Customer Success team with the right candidates is critical; if you get this wrong it's not only costing your company a lot...

Dec 20, 20231 min read

Do the Best CS LEaders Start as Front-Line CSMs

Kristi Faltorusso, one of the top influencers in customer success, will share her thoughts and lead a discussion on this topic. She’ll...

Dec 20, 20231 min read

ClientSuccess 2021 State of Customer Success

Thanks to everyone from the customer success community who took time to provide input on the state of the industry. We gathered some...

Dec 20, 20231 min read

Moving to a Partnership Kickoff Framework

You only have one opportunity to make a first impression, so make it count. Over the past few years we've observed that many SaaS...

Dec 20, 20231 min read

Rethinking Your Kickoffs With The Partnership Kickoff Model

In this episode, we have Kristi Faltorusso, VP - Customer Success at Client Success. She was named one of the Top 25 CS Influencers 2020....

Dec 20, 20231 min read

So who's in charge of churn? Not the customer success team!

Hear from Kristi Faltorusso, VP of Customer Success at IntelliShift, about how the team at IntelliShift runs churn analysis and...

Dec 20, 20231 min read

Transformation Management for Customer Success in the Fleet Industry

Precursive CEO, Jonathan Corrie is in conversation with Kristi Faltorusso, VP Customer Success - Intellishift. They discuss...

Dec 20, 20231 min read

CX Sells Podcast - Evolution of the CS Profession and the CSM Role in 2021

This week on CX Sells Podcast Season 2, we are joined by Kristi Faltorusso, Top 25 Customer Success Influencer and the VP of Customer...

Dec 20, 20231 min read

Getting Through the COVID-19 Pandemic Successfully

Sail through the COVID-19 pandemic successfully with these top tips from Kristi Faltorusso, ClientSuccess. 1. Make your customers your...

Dec 20, 20231 min read

Reactive CS to Proactive CS

Kristi Faltorusso, VP of Customer Success at ClientSuccess, Founder of CS Real Simple, and Award-Winning Customer Success Executive tells...

Dec 20, 20231 min read

Evolution of CS in a World of CX

Customer success is evolving at the same speed as customer experience. Learn insider tips on this subject with Kristi Faltorusso from...

Dec 20, 20231 min read

Moments of truth: Implementing a CS Lead Framework for Customer Communications

In this Moment of Truth, Kristi Faltorusso from Intellishift talks about a framework that she’s developed to coordinate customer...

Dec 20, 20231 min read

Designing a Voice of Customer Program to Power Your Future

What are you doing with all of the feedback your customers are sharing? Wait, you are not collecting feedback from your customers? Let’s...

Nov 1, 20231 min read

Anatomy of a High-Performing Health Score for Your Customer Success Team

Designing a Customer Health Score might be one of the most important and daunting exercises for a Customer Success Leader. Often times...

Nov 1, 20231 min read

How to Design Your Customer Journey for Your Customer Success Program

Join Kristi Faltorusso, VP of Customer Success at ClientSuccess, as she discusses "How to Design Your Customer Journey". Whether you...