LampstellarFDE
CSM
TAM

✦Constellation · 21 essays

CS Strategy

Momentum Strategy

3 MIN READ16 DEC 2025CS Strategy

Momentum Strategy: The Silent Force Behind Every Thriving Customer Relationship

Schrödinger’s Cat Strategy

3 MIN READ06 OCT 2025CS Strategy

Schrödinger’s Cat Strategy : Managing the Unknown Until It’s Known

Mico moves in CX

4 MIN READ22 SEPT 2025CS Strategy

Micro Moves that Spark Macro Changes in Customer Experience

Quantum Jump for AI Adoption in CS

4 MIN READ08 SEPT 2025AI Adoption

Accelerating AI Adoption in Customer Experience: Quantum Jump

Bandwagon Bias

3 MIN READ05 SEPT 2025CS Strategy

Why Bandwagon Bias Blocks Strategic Relationships with Customers

Overton window

4 MIN READ03 JUL 2025CS Strategy

Signs that Customer Success is Heading for an Overton Window Shift

Popsicle Moments with Customers

4 MIN READ25 FEB 2025CS Strategy

Popsicle Moments: Create Unforgettable Experiences for Customers

Avoid Leading Questions

4 MIN READ01 FEB 2025CS Strategy

The Importance of Avoiding Leading Questions During Customer Calls

Quantum Jumping

4 MIN READ25 JAN 2025CS Strategy

Quantum Jumping - Transform your CSM Journey in a New Company

Resilience Defines Customer Success

4 MIN READ29 NOV 2024CS Strategy

Strong Recovery Resilience Techniques for CSMs

The Diver’s Perspective

6 MIN READ03 NOV 2024CS Strategy

The Diver’s Perspective: Delving Deeper into the Customer's Problems

Pink Elephant

3 MIN READ15 OCT 2024CS Strategy

How to handle hypothetical "Pink Elephant Scenarios" from customers?

Advice Trap

5 MIN READ27 SEPT 2024CS Strategy

Steering Clear of the Advice Quagmire: Empowering Customers Through Curios

Customer is always right

2 MIN READ31 AUG 2024CS Strategy

The true essence of "The Customer Is Always Right" Customer Adage

Strategy

3 MIN READ22 JUL 2024CS Strategy

Step Up Customer Meetings to Strategic Conversations

Good intentions not enough for exceptional Customer Experience

3 MIN READ20 JUL 2024CS Strategy

Manage the Power Shift in Customer Teams: A CSM’s Guide

Power of Goal Gradient Effect to Elevate Customer Success

6 MIN READ14 JUL 2024CS Strategy

Power of Goal Gradient Effect to Elevate Customer Success

Thinking Beyond the Obvious

5 MIN READ13 JUN 2024CS Strategy

Thinking Beyond the Obvious: Strategy to Unlock Creative Problem-Solving

Emotional Intelligence

7 MIN READ23 MAY 2024CS Strategy

Mastering the Dual Customer Mindset for Customer Success Managers

Gamification

5 MIN READ25 DEC 2022CS Strategy

Boost Customer Engagement and Loyalty with Gamification Strategies

Customer Engagement

1 MIN READ28 AUG 2021CS Strategy

Decode Albert Mehrabian’s 7-38-55% rule for Customer Engagement