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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.
Stop Glorifying Scale: Build the Foundation First
Let’s cut to the chase. It’s time we stop glorifying scaling. Scaling doesn’t start the journey—it’s what comes after you’ve found the...
1 day ago2 min read
CS Leadership Bootcamp: Onboarding Edition - Consider the Learner
Most onboarding programs assume that every customer learns the same way—but the reality is far different. 65% of people are visual...
Apr 31 min read
CS Leadership Bootcamp: Onboarding Edition - Designing for Change Management
Most onboarding programs focus on teaching users how to use a product—but that’s not enough. True success comes when customers actually...
Apr 31 min read
CS Leadership Bootcamp: Onboarding Edition - No Points of Friction
Customer onboarding is make-or-break—yet too often, it's riddled with misalignment, miscommunication, and inconsistency, leading to a...
Apr 31 min read
The Modern Customer with Blake Morgan: Proactive Strategies for Customer Success: Personalization, Relationships, and AI Featuring Kristi Faltorusso
This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s...
Jan 281 min read
Why I’ve Never Built the Same Customer Success Strategy Twice
I’ve never built the same Customer Success (CS) strategy twice. And honestly? I never will. Why? Because Customer Success is Never...
Jan 202 min read
Customer Growth Club: Episode 4: The art and execution of customer journey mapping
In this episode of the Customer Growth Podcast, Christian Lenski interviews Kristi Faltorusso, Chief Customer Officer at Client Success,...
Nov 1, 20241 min read
The Marathon of Customer Success: Lessons Learned from Training Runs
As I wrapped up my final 12-mile training run before a series of upcoming half marathons in May, I couldn't help but draw parallels between
Apr 29, 20242 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
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