Rachel English
Rachel English
Rachel is a long-time customer success leader, and is Co-Founder & VP of Customer Success at Frontleaf. She has built and led thought-leading SaaS customer success teams, and has developed a proven philosophy and methodology for creating customer value. Rachel believes that companies and their customers are only truly successful together, and she understands the building blocks and the details required to compound that effect.
The Telltale Signs: What Your Customers Are Doing, Saying & Achieving
CIRCLE OF SUCCESS, PART 2 In building the customer success function at a previous company, I faced a common challenge. We knew our prime directive:...
Customer Success Begins at the Bottom Line
CIRCLE OF SUCCESS, PART 1 Heard the one about the Customer Success team that talked to each of their top tier customers every week, ran...
5 Steps to the CREST of Customer Success
Success… every company delivering Software-as-a-Service wants to achieve it. And there is a rapidly growing, now almost overwhelming awareness in the industry that customers...
Customer Success for Ninjas: Tips for Scaling Customer Onboarding (and Walls!)
When I ask Customer Success practitioners at all levels what is the most important priority for their team, it’s common to hear that successfully...
Should They Stay or Should They Go? — Is There Such a Thing As a Customer Who Should Not...
Can you feel the buzz? The world of Software-as-a-Service Customer Success is hopping right now. Gone are the days when the only customer-oriented focus...
Converting from Customer Service to Customer Success – 3 Secrets for Acing the Transition & Beyond
Is it time for a change? Have you been inspired or asked to reinvent an existing Customer Service team and make it over as...