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Jack Schafer, PhD, is a psychologist, professor, author, intelligence consultant, and former FBI Special Agent. He's conducted counter-intelligence and counterterrorism investigations, worked as a behavioral analyst, and has trained agents in the art of interrogation and persuasion.
We spoke with him about how CS & Sales can uncover truth quickly, build relationships fast, and achieve desired outcomes.
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We took the most controversial topics in Customer Success and we sent them to SuccessCOACHING’s Top 100 CS Influencers + Top 25 CS Strategists. This ebook is a compilation of their responses, and while many of these issues were neck-and-neck, it’s incredibly interesting to see all of the arguments for and against each topic.
Who should own renewals?
How important is CSM sentiment?
When should you buy CS software?
How complex should your health score be?
Should you be friends with your customers?
We collaborated with over 40 different Customer Success leaders to write the first-ever ebook dedicated to exploring the future of our industry: where did we come from, where are we going, and what should CS leaders be doing today while keeping one eye on the horizon.
What CS leaders predict the future holds
Which metrics are most critical for board meetings now and moving forward
Strategies for moving CS to the center of your company
Strategic plays employed by leading organizations
How to think about and implement automation practices
Catalyst has been a great addition to our Account Management process - it’s given us a central, go-to place to dig into how our customers are using our product, and how we’re engaging with them - this helps us take action at the right point in the customer lifecycle and scale our team. Most importantly, it’s given our team a common language and platform to make sure we provide the best customer experience possible.
