Course Catalogue

Looking for an overview of what to expect when enrolling in Pulse Academy? Here is a full course catalogue of current topics covered.

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Why Customer Success as a Career?

Is customer success management the right job for me? Or rather, is Customer Success the right place for me to be? These are two of the questions anyone interested in entering the field of Customer Success should ask themselves.  In this learning module, you will be given insights into the foundational skills, discipline, and characteristics needed to start a job as a CSM or embark on a career in CS. Learn key insights and objectives in what is a growing industry and a tremendous career opportunity.

  • Key traits of a great CSM.

  • Traits that are your foundation for achievement and a long-term career.

  • Can you identify some of those important traits in you?

  • Being personable and engaging.

  • Patience is definitely a virtue!

  • Be a logical thinker, not an emotional one.

  • The influence of a great CSM.

  • Collaboration and persuasion gets the job done.

  • Humans first perspective is doing best for all.

  • Active listener is to hear the true needs of customers and your company.

  • Learning is a never-ending process for CSMs.

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Focusing on Customer Objectives…Not Yours 

In a world where business performance is metric driven, it may be easy to slip into a mode of operation where you  pay too much attention to your individual performance numbers and not on your customer’s desired outcomes. This is the theme of Twelfth Pillar “Focusing on Customer Objectives...Not Yours”. This module will guide you towards the need to go back to what was your customer’s original reason was behind the purchase of your product. It is ultimately about your customer’s objectives, not yours.

  • It is important to focus on the customer’s objectives...not yours.

  • Can you learn to speak your customer’s language? Then demonstrate your products ROI.

  • “Help me help you” is the working principle for any CSM.

  • What is the customer’s true goal?

  • The true impact of a CSM is delivering success for all.

  • Keep track of the reason behind why the product was purchased

  • Remember the customer is always evaluating product ROI.

  • Does product satisfaction equal product ROI?

  • Get aligned with your customer’s goals and objectives.

  • Teams need to have a collective focus on the customer’s objectives.

  • Achieve success for all!

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An Intro to the History Behind Customer Success

In this learning module, you will discover the roots of Customer Success as a practice and how it grew into an industry of its own.  Now that the world has moved to a subscription based business model, you will learn how Customer Success evolved alongside it.  

  • In the beginning...there was no Customer Success category.

  • Software: moving out of the box.

  • The cloud and its influence on business and SaaS.

  • The need for retention and upsell.

  • Retention and competition!

  • The challenge of SaaS Subscriptions.

  • You may have to take on multiple roles as a CSM.

  • Importance of being the voice of the customer.

  • The CSM: qualified to drive customer outcomes.

  • Being an all around problem solver.

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Customer Success Terminology 

As a Customer Success Manager or CSM you are the frontline of your organization that interacts with customers, vendors, colleagues, and other businesses. In this learning module you will be introduced to the words, definitions, acronyms, and their common applications used in the Customer Success field. Get ready to learn those terms! 

  • What it means to be a true CSM.

  • Serving on the frontline.

  • Managing customer experience and customer satisfaction.

  • Delivering customer retention while creating upsells and cross-sells.

  • CSM vs. Customer Support.

  • Key measurements for a CSM.

  • A call to Retention!

  • The easy switch: losing customers in the digital age.

  • Calculating retention.

  • Churn is a four letter word.

  • Renewals, auto-renewals, and monthly contracts.

  • Adoption and how to accelerate it.

  • Engagement amidst customer types and contract size.

  • Success for all!

  • ARR, ACV, MRR: what’s the difference?

  • Customer lifecycle stages and managing them.

  • The Quarterly Business Review (QBR), Executive Business

  • Reviews (EBR), and other regular customer meetings.

  • Can YOU calculate a Net Promoter Score?

  • Upsells, cross-sells, and downsells.

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The Customer Success Process

In the SaaS business world, there is a process to managing a client. In this learning module, you will find out what the various phrases and phases are the customer journey. From on-boarding to retention and renewal, the Customer lifecycle is filled with steps that you as a CSM will have to know. They are all stops on what can be both a difficult and rewarding on the path of Customer Success.

  • The customer journey or lifecycle.

  • How critical are CSMs to maximizing Customer Lifetime Value (CLV)?

  • Various “touchpoints” can help customers discover products.

  • Getting ready to purchase can only happen after the Discovery stage.

  • When do CSMs enter the picture?

  • CSMs--the customer’s champion!

  • The “service contract” or State of Work (SOW) or both?

  • When does the onboarding process begin?

  • Yes, product adoption is critical to customer retention.

  • Finding value in the product: the customer’s need and the CSM’s job.

  • Implementing customized customer requirements and Professional Services.

  • How CSMs play a vital role in advancing customers towards renewals, upsells, and expansions.

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Strategies for Engaging Customers 

Logical. Organized. Prepared. Diligent. And “human first?”  In this learning module you will find that all the previous terms are used in your approach to your customers, as a CSM.  Especially “human first.” You will find all the basic information of engagement that work together and help you develop a healthy relationship and happy customer. The key to all of this is diligence and preparation. By the end you will understand how each is an integral part of managing your customer interactions, and ensuring long-term success. 

  • The logical approach to customers and engagements.

  • The need for customer segmentation.

  • Key ways to define your engagement or touch model.

  • How does customer segmentation vary from business to business?

  • Identifying who your most valuable and important customers are.

  • Which segmentation is the most important tool in customer segmentation?

  • Is there an optimal number of customer segments?

  • How to use critical customer attributes in the segmentation process.

  • Creating a customer interaction or “Touch Model” for engagements.

  • Grouping customers by level of interaction.

  • High, low, mid, or tech: which touch engagement is correct?

  • Refining your engagement and segmentation models.

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Sell to the Right Customer 

The First Pillar of Customer Success is “Selling to the Right Customer”.  It sounds like a simple thought and an easily accomplished task, but it is more complex than it seems. In this learning module you will be able to understand the objective to think about customer success at the very beginning of the Sales pipeline. You will also be able to identify the right elements in determining who is the right customer for your company. Understanding this perspective will enable and influence who you market to, and who you sell to.  

  • Think of customer success at every stage of the sales pipeline. Even before the sale?

  • Selling to the right customer improves retention.

  • Understand your customer beyond “right-fit.”

  • Traditional sales vs. customer success.

  • Transactional mindset vs. company wide mindset.

  • Tools, data analytics, and SaaS performance metrics, oh my!

  • Customer success in the digital age.

  • Is there a need for collaboration between sales and customer success?

  • How to build a solid sales-customer success alliance.

  • Taking a joint approach towards handling customer risk.

  • Can you get sales involved in customer retention?

  • Elevating customer retention to an organizational goal.

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12 Pillars of Customer Success

Empowering Sales 

The Second Pillar of Customer Success is “Empowering Sales”. It is known that Sales drives deals and makes them happen, but the sales rep is rarely the only person involved. Great qualified leads are the lifeblood of Sales and in the case of the renewal, the leads will come from within your organization. In this learning module, you will come to understand that when Customer Success is doing their job, they are not just creating a base of happy, healthy customers that are your recurring revenue. They are also creating a base of highly qualified leads that will empower Sales. 

  • What it means to “Empower your sales.”

  • Customer success does not stop with renewals.

  • Does the customer success journey goes beyond just the recurring revenue?

  • Leveraging customer success to transform sales.

  • Customer success can produce highly qualified leads for sales.

  • Customer success need to go beyond product adoption.

  • Helping your customers see the financial value of their purchase.

  • How can CSMs get more time with the customer?

  • What makes customer success an ideal partner for sales?

  • The best way to build upon customer context.

  • Shifting the accountability of renewals from sales to customer success.

  • Retention and renewal in SaaS.

  • Can business growth and organizational maturity shapes the CS-Sales alliance?

  • The importance of your install base.

  • What are the key drivers and measures for customer growth retention?

  • Renewals and expansion in SaaS.

  • How important are referrals in SaaS and what is the best way to get them?

  • NEWS FLASH: Happy customers empower sales!

  • Share in your customer’s success and share your customer’s success.

  • Giving your customer public recognition in return for their advocacy is the best compensation.

  • Net Promoter Score (NPS).

  • What is the easiest way to identify your best reference?

  • Creating a lead for a new logo.

  • Converting past experience into future acquisition.

  • Forging a deeper CS & Sales alliance.

  • A relationship can lead to a powerful customer-first organization.

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Obsessively Improve Time-to-Value 

The Third Pillar of Customer Success is “Obsessively Improving Time-to-Value”. In Customer Success, two of the most important questions to answer is “How much time will it take to get a new customer adopted, and engaged in using your product?”, and “When will the customer actually attain value or Return on Investment (ROI) from the time of purchase.” In this learning module you will explore the essence of the “Time-to-Value” concept and the real challenge to “obsessively” improve it.

  • Obsessively improve “Time-To-Value” (TTV).

  • Customers need to keep seeing value.

  • Why TTV is so important for Saas Companies.

  • Learn how critical the onboarding length is to TTV.

  • Can the onboarding process influence future renewals?

  • Time is of the essence for TTV in Month-to-Month businesses.

  • How should TTV be measured in Subscription Based Business?

  • Obsessively improve TTV can increase opportunities for upsells prior to renewal.

  • What are the key onboarding milestones and value moments.

  • How soon after a sale should onboarding milestones and value moments happen?

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Nail the Handoffs 

The Fourth Pillar of Customer Success is “How to Nail the Handoffs”.  Part of the post-sales hand off technique is to oversee many of the tactical components of internal handoffs. It is also managing the psychological aspect of the customer’s anxiety that is often present during these exchanges. This learning module will show you that an honest, planned strategy that is well communicated to all involved can help ensure seamless handoffs, manage your customer’s potential emotional reactions, and instill trust in your organization.

  • Customer handoffs should not compromise customer experience

  • Know the importance of understanding your customer’s disposition during each stage of the post-sales process.

  • Transparency and communication: avoid leaving the customer in the dark.

  • Can you describe what a handoff is?

  • Managing internal handoffs as a CSM.

  • Is there a standardized approach to handoffs that can be applied to all customer lifecycle stages?

  • Tips that make each handoff count toward the overall customer experience.

  • The importance of process and team alignments.

  • Working towards delivering an exceptional customer journey.

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Product Must Be the Top Priority 

For you, your team, and the company to be a true success requires that your product has to be the best at what it does. It is in everyone’s best interest to play a big part in helping a product improve and mature. This learning module will focus on the Fifth Pillar of Customer Success: “Making Product the Top Priority”.  Product has to be the number one priority.  All roles, especially CSM’s, can identify how customers solve their business problems by using the product. If that is true, then it makes perfect sense that the highest priority is to actually help improve the product to deliver the best outcomes possible for your customers.

  • Why your product has to continue to be the best at what it does.

  • A CSMs’ top priorities are to help improve the product and the outcome it delivers.

  • Survival in Saas is impossible without a great product.

  • Is customer loyalty is tied to your product?

  • After relationship and logo, what is there left to be loyal to?

  • Why you need to make your product your number one priority.

  • Customer success is brought to its full potential with a great product.

  • Results are limitless when the product and Customer Success align!

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Define a Clear Customer Journey 

Mapping the Customer Journey is not a new business tool. The emergence of the subscription model, however, has created a very different sense of urgency for using this customer management technique.  In this learning module and the Sixth Pillar of Customer Success, “Defining a Clear Customer Journey”, the goal of defining a clear customer journey will be explained and you will understand how important it is not just for internal use, but for your customers as well.

  • The need to define a clear customer journey and its purpose.

  • How to manage customer expectations and increase confidence after the sale.

  • Is there a purpose behind benchmarking the customer’s journey?

  • Can you reset customer expectations?

  • The importance of managing customer transitions between phases.

  • Did you know that journey mapping can identify opportunities to improve implementations?

  • Managing customer emotions: the final purpose behind customer journey mapping.

  • Journey mapping can prepare your customer, avoid future surprises, and mitigate buyer’s remorse.

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Understand Your Customer Churn

When a customer decides to no longer be your customer, it is your and your company’s responsibility to find out why.  There are many steps that led to the customer’s churn, and there is a significant amount of valuable data there to be gathered. So, start with the “Why?” This learning module, “Understanding Your Customer Churn”, is the Seventh Pillar of Customer Success. Upon completion you will see that churn can be a teaching moment, an opportunity to learn how to prevent it, and how to turn an otherwise negative event into an opportunity for proactive engagement for your current and future customers.

  • The “need” to find out why your customer decided to no longer be a customer.

  • The importance of interviewing every customer who churns.

  • Managing emotions and identify root causes.

  • CSMs: are you trained to deal with the wide range of customer emotions?

  • How careful should you be in trying to understand customer churn?

  • Is it advantageous to have a third party interview churned customers?

  • Why “blind churn” is rare.

  • Learn to ask the right questions and identify the factors that contribute to churn.

  • The Root Cause Analysis meeting: how to summarize your customer’s experience with your company.

  • Evaluating key metrics.

  • Apply lessons learned to future customers and initiatives.

  • Aim for continuous improvement!

  • Why CSMs are responsible for deeply understanding churn.

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Relentlessly Monitor and Manage Customer Health 

“Relentlessly Monitor and Manage Customer Health” is the Eighth Pillar of Customer Success. It is the subject that everyone in the CS industry continues to talk about, think about, and tries to do better. In fact, you could say that it is at the heart of Customer Success. This learning module will discuss how monitoring and managing customer health is vital because it reveals truths about your customer at every stage of their lifecycle. It not only informs you, it allows you to track possible risk indicators, and learn the importance of early intervention.

  • Monitoring and managing customer health is vital!

  • Technology enables customer health assessments, detect patterns, and identify activities across customer segments.

  • Can you measure customer health without technology?

  • Monitoring and managing customer health is a key responsibility for any CSM.

  • Driving insights with action.

  • How to use your findings to continuously improve customer health.

  • Do customers and vendors drift apart?

  • Studying customer churn can prevent it from happening again.

  • Early intervention and other proactive measures.
    When CSMs are operating at their maximum potential

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Regularly Deliver Business Reviews and Reports

Customer success isn't a destination, it's a journey.  Part of that journey is tracking your customer’s progress and properly informing them of where they are at every juncture of their lifecycle.  This learning module “Delivering Regular Business Reviews” is the Ninth Pillar of Customer Success.  It will show you the different types of business reviews performed and emphasize that regular business reviews keep the customer’s health and attention focused. You’ll also learn in this lesson to recognize the value of consistently communicating with the customer on all subjects surrounding Customer Success.

  • Regular business reviews and reports keep you focused on customer goals.

  • Health status reports can be extremely useful if done with a clear purpose

  • Why you should set expectations early for business reviews.

  • How to show desire to engagement with your customer for their benefit.

  • Communicating customer return on investment (ROI)  is demonstrating a vested stake in their success.

  • Managing low-touch customers is a necessity.

  • Can automated reports and online communication serve as effective EBR proxies?

  • Keeping customers engaged and moving forward with EBRs and automated reports.

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Tracking CSM Team Productivity and Effectiveness 

Customer Success, like every performance driven team or department, should have its own metrics and guidelines to determine levels of productivity and effectiveness. This is the center of the Tenth Pillar of Success,”Tracking CSM Team Productivity and Effectivity”, and this learning module. All CSM teams need a system of measurement if you are going to have a healthy and justifiable Customer Success practice. Let’s explore how to track your CSM Team for productivity and effectiveness, while touching on real problems of CSMs who deal with the humans behind the numbers.

  • The ultimate measure of a Customer Success Team is net retention.

  • Do customer health indicators reflect the CSM, the CS team, or the entire company?

  • Key measurements and the Net Promoter Score (NPS).

  • What are the main reasons for unhealthy customers?

  • It matters how you track you CSN’s activities.

  • Can you identify how CSM activities correlate to customer health and NPS?

  • How to asses CSM performance and productivity.

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Defining and Developing the Customer Advocate

When you work in the recurring revenue industry there is a consistent and constant need for leads and references. The best place for you to begin is not outside of your organization, but from within your own customer base. This is the core of Pillar Eleven, “Defining and Developing the Customer Advocate”.  As you proceed through this learning module, you will find that the best way to start developing a Customer Advocate is by creating happy customers that are achieving their desired outcomes with the aid of Customer Success.

  • Defining and developing the customer advocate.

  • Good customer experiences can be free advertising for your product.

  • Happy customers are your best advocates and customer advocates starts on day one of the customer lifecycle.

  • Every little act, event or email demonstrates a customer centric organization.

  • Successful customers will talk about their success with your product.

  • Can future sales be affected by your current successful customers?

  • Customer Success is like pre-sales.

  • How to develop your loyal customers into customer advocates and references.

  • Is there a method to identify customers who will be your references?

  • Flag your promoters using evaluations and NPS surveys to identify your promoters.

  • Customer Success is committed to extending the use of products over the customer’s lifetime.

  • Word gets around when you make your customer’s successful.

  • Remember that loyal customers want to share their success!

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Focusing on Customer Objectives…Not Yours 

In a world where business performance is metric driven, it may be easy to slip into a mode of operation where you  pay too much attention to your individual performance numbers and not on your customer’s desired outcomes. This is the theme of Twelfth Pillar “Focusing on Customer Objectives...Not Yours”. This module will guide you towards the need to go back to what was your customer’s original reason was behind the purchase of your product. It is ultimately about your customer’s objectives, not yours.

  • It is important to focus on the customer’s objectives...not yours.

  • Can you learn to speak your customer’s language? Then demonstrate your products ROI.

  • “Help me help you” is the working principle for any CSM.

  • What is the customer’s true goal?

  • The true impact of a CSM is delivering success for all.

  • Keep track of the reason behind why the product was purchased

  • Remember the customer is always evaluating product ROI.

  • Does product satisfaction equal product ROI?

  • Get aligned with your customer’s goals and objectives.

  • Teams need to have a collective focus on the customer’s objectives.

  • Achieve success for all!

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Signature Series

Tim Riester & Erik Peterson

Are you a fire keeper? A keeper of the company “flame?” In ancient tribal traditions, the fire keeper protected and supplied the source that gave warmth, the ability to cook food, and provided a place for others to gather gather and communicate. Some see the customer success person as a modern-day fire keeper; an unheralded important person that serves many functions. They stoke the company flame that heats customer relationships and encourage the fire of renewals  This role is critical and crucial to the goals of your organization in creating retention and reducing churn.  In this Signature Series Tim Riesterer, Chief Strategy Officer of Corporate Visions, and Erik Peterson, Chief Executive Officer of Corporate Visions, share their incredible concrete approaches to create the framework and best practices to attain your company’s customer success goals.

  • Learning to tell the ”good” story and the power of conversation.

  • Sharing the right data in the right way, so that the customer cares.

  • There is a science to decision making?

  • What is an “Acute Commercial Moment?”

  • Can you be situationally fluent?

  • The challenge of big data: data rich, but theory poor.

  • Is the motion for sales and customer acquisition the same motion for expansion?

  • What is “Status Quo Bias” and how can it help you or hurt you.

  • Understanding the impact of “Why pay,” “Why stay” and “Why evolve.”

  • The difference between sales and customer success psychology.

  • Explore the concept of “preference stability.”

  • The cost of staying is not always equal to the cost of change.

  • Anticipating customer regret and blame.

  • The uncomfortable conversation of failure of service.

  • Can documenting results and current business impact be considered a “hot opening?”

  • The power of the Picture Superiority Effect.

  • Service Recovery Paradox and increasing customer loyalty.

  • A Declaration of Repentance! How to create the right apology: own it, fix it, and it won’t happen again.

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Allison Pickens

The past five years have been transformative for the field of customer success. Metrics have been established, processes have been standardized, and the careers formed throughout the industry are now extending over into other fields of business. Despite the growth, the change, and the recognition of the benefits of customer success, are Success leaders finding seats at the table with board members? More importantly, do they have their executive teams attention and are they listened to? In this Signature Series, Gainsight’s Chief Operating Officer, Allison Pickens, is going to explore the right ways to get your message heard and be successful in any board meeting. She will introduce you to an optimized framework for your board deck that is based on the best that CS leaders and investors have to offer.  She will focus on key metrics that matter and are necessary to present to the board. Lastly, Allison  will share her personal tips on communication and business etiquette in the boardroom that will prove advantageous before your next board meeting.

  • The importance of customer success sitting at the same table with board members and your investors.

  • Who will be the voice of the customer base?

  • Can CS be a strong peer that has influence?

  • How having an impact on the client base can guide investors to fund more projects.

  • Don’t be afraid to share the highs and lows.

  • The need to set and use a consistent set of metrics each quarter in the board meeting 

  • Educating the board about growth retention, net retention, and also expansion.

  • Besides the NPS scores, are there other scores and indicators the board need to know?

  • Informing the board about organizational and team changes are a must!

  • Sharing client success and outcomes can reassure your company and the boar that you are delivering a return on investment.

  • That client reports back an outcome to us, it reassures us that actually we are delivering

  • Board members are not just about metrics.  Share the stories of your success.

  • How to receive the board’s feedback, even when it is harsh.

  • Transparency: why you should never hide issues and problems from the board.

  • Be ready for common questions with performance forecasts and healthcare predictions.

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Nils Vinje

Customer success is one of the most fascinating fields that exists in the business world today. Its explosive growth in the field of SaaS, recurring revenue businesses, and expansion to other fields is proof of that. As a Customer Success Manager, you may find an increase in opportunities and the possibility to rise to the higher executive levels, and maybe even into the C-suite.  It, however, takes passion, experience, and alignment.  In this Signature Series, Nils Vinje, CEO and founder of Glide Consulting, is excited to share his passion and expertise on customer success  He will expand on the need for not just passion, but continuing education and experience. Nils is going to provide a particular insight through the use of a Customer Success scorecard that he developed.  This scorecard will guide you in a self-assessment of your expertise.  Through the criteria and evaluations, you will be able to find direction to specific and clear actions that will enable you to see where your most significant potential and needs are.

  • What is a customer success scorecard?

  • What steps can you take to improve your customer success functionality?

  • How to identify and optimize projects for the areas where you've scored low in.

  • Defining an improvement plan and building it based on your results.

  • Find out what the 4 Ps are and the importance behind the “4 P” framework.

  • Are People at the heart of everything that you do?

  • The professional development of time mastery.

  • Can you face the consistent challenge of building strategic relationships with your customers?

  • Being dedicated to the hiring, recruiting, and sourcing customer success.

  • Do you know the purpose of customer success?

  • Clarity in providing a standard code of conduct.

  • Does your team brand represent your purpose and values?

  • Is there a customer success process that can return the biggest results?

  • Before, during, and post onboarding: avoiding the gap.

  • In the customer journey, clarity equals purpose and predictability.

  • Creating an effective platform that can support and track your processes.

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The Practice of Customer Success

Customer Success Leadership: The CCO and the CS Team

This learning module looks at how the role of the CCO (or Chief Customer Officer) is becoming more critical to ensure synchrony in activities between CS and Sales while also being a strong ally for SaaS CEOs who are interested in driving customer-centricity. So who is a CCO? Why is it essential to have one? What is their CS direction? Apart from the knowledge of the many hats that a CCO is expected to wear within the organization, this module will also examine the expectations, objectives, and success measures that define such a role.

  • Dissecting the role of a CCO

  • How does a CCO demonstrate value?

  • What makes a CCO successful?

  • The need for CS and business to be aligned

  • Reviewing functional roles tied to CS

  • Setting expectations through metrics

  • Means to incentivize CS

  • Driving the bottom line through CS

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Sales and Customer Success in the Age of the Customer 

As the SaaS industry grows and evolves, there is a necessity to adjust the relationship between Sales and Customer Success. It has now become crucial for CS to empower Sales and drive as many deals to close whether that is in the form of renewals, upsells, and cross-sells. There is a need for clarification both on the transactional and relational roles of Sales and Customer Success. In this learning module, you will examine the continuously changing relationship between Sales and Customer Success and how they can best influence one another.

  • Customer Success and its relationship to sales

  • Maturity of a CS organization - going from revenue driver to renewal manager

  • Customer Success as a deal closer

  • Difference between client relationships in sales and customer success

  • Compensating CSMs for their performance - devising the right compensation structure

  • The reasons for which CS and Sales need to collaborate

  • CS accountability for renewals

  • The role of renewals and a renewal manager

  • Understanding the relationship between CSM and the Renewal Manager

  • Developing ownership of CS through the Chief Customer Officer - roles and responsibilities

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CS and Product Team Alignment

The product development organization or Product team can offer many exciting perspectives about your company’s solution or product. Every insight can be used to aid the customer and get them closer to achieving their results or outcomes. As CS sits closest to the customer, their knowledge serves as valuable feedback for the Product team to develop new product attributes that make the customer successful. How interesting would it be if both CS and Product engaged with each other that resulted in a total win for the customer? In this learning module, you will examine the need for a holistic connection between CS and the Product team. It also presents the perspective of customer success viewed through Product lens. If customer success is all about helping customers achieve their business goals, how better to demonstrate the customer impact associated with CS and Product aligning.

  • Combining CS and Product Perspectives

  • Bridging CS and Product Team Knowledge Gap

  • Cross collaboration amongst CS, Product and other teams - building internal advocates and peers

  • Driving product insights from multiple customer-facing avenues, such as CS

  • Reducing silos between CS and Product

  • The benefits of CS-Product collaboration

  • Ways to increase CS-Product engagement

  • Mapping functional teams to CS objectives

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