Stellafai 🚀

Every Customer Success VP has been there: “We’re sitting on gold. Customer insights flow into our team daily, straight from the frontlines. We know exactly what customers want and what’s holding them back. So, why does it feel like we’re shouting into a void when we pass this feedback to the product team? The features they prioritise don’t always help us close deals or keep customers happy. It’s frustrating—and it’s costing us.” If this resonates with you, you’re not alone. The disconnect between Customer Success (CS) and Product is one of the most common and costly challenges in scaling companies. When customer feedback disappears into a “black hole,” your team loses confidence in the system. Sales struggles to win new logos, CS struggles to retain key accounts, and product feels the pressure but doesn’t see clear signals on what to prioritise. Here’s the good news: the black hole isn’t inevitable. With the right strategies, you can turn this problem into an opportunity—one that drives revenue, boosts retention, and fosters trust between CS and Product. Learn more 👉👉👉 https://lnkd.in/eFP2AdaD

When your coach stays with you beyond the workshop, is around to answer all your questions and to help you implement your learnings... Interested? 🌟 www.stellafai.com

How can we align OKRs with the Performance Review Cycle without hindering innovation and aspirational goals? The key is to view OKRs and performance management as complementary but distinct tools: 1. OKRs focus on future growth, alignment, and stretch goals, enabling teams to aim high and innovate collaboratively. 2. Performance Management (PM) focuses on retrospective evaluation of individual contributions, identifying strengths, and areas for development, and supporting team effectiveness. The challenge—and opportunity—is to integrate these processes while avoiding individual heroics or silos. High-performing teams succeed by embracing collaborative ownership, cross-functional collaboration, and the growth of T- and M-shaped people, rather than relying on unicorns or individual stars. Interested in more of our coach’s thoughts on this topic? Check out our ‘How-to’ doc here 👉https://lnkd.in/eKbBfDep in the Stellafai coaching space here for more thoughts on this! https://lnkd.in/euNGFDWW

Alignment is about more than just sharing the same mission statement. It’s a unified understanding of values, purpose, and direction—woven into everything your company does. When your team is aligned, culture isn’t something you “build”—it’s something you live every day. Alignment is the secret ingredient to creating a culture that’s not just nice on the surface, but deeply impactful and sustainable. Interested in learning more? → https://lnkd.in/eEFNt2n3

Change happens to all of us. But when it hits, especially in unpredictable ways, leaders are tested. Navigating through uncertainty is not just about maintaining the status quo; it's about leading with vision, empathy, and decisiveness to move forward, even when the path isn't clear. In times like these, strong leadership is not just a luxury—it's a necessity. Whether it’s a market downturn, a global crisis, or internal restructuring, the way leaders handle uncertainty and risk can make or break their team’s morale and performance. Here’s how you can step up, stand out, and guide your team through choppy waters. 🚀 👉 https://lnkd.in/ewPVDi3c

Interested in all things outcome? 🎯 We’ve recently launched volume 15 of our newsletter! Check it out in full here 👉https://lnkd.in/ebWSyGAr Want to subscribe? Look no further 👉 https://lnkd.in/eQZKJNSX

40% of company employees report that they aren't adequately supported by their colleagues because of silos* Silos are blockers to cross-functional collaboration, which has become essential for organisations to thrive. Cross-functional collaboration enables: 💡 Ideation and Innovation: When individuals from different departments collaborate, they bring fresh ideas and unique approaches to problem-solving. 📈 Efficiency and Productivity: By breaking down departmental silos, organisations can streamline processes, eliminate duplication of effort, and improve overall efficiency. 💭 Better Decision-Making: Cross-functional collaboration ensures that decisions are made with a comprehensive understanding of the organisation's goals and challenges. 🌟 Enhanced Employee Engagement: When employees have the opportunity to collaborate across departments, they feel a greater sense of belonging and purpose. *https://lnkd.in/dMfAnZh

Tech can enhance personalisation in ways manual processes simply can’t. Done right, automation allows your team to engage customers with messages that feel timely, relevant, and personal. ⚙️ How to do it well: 1️⃣ Dynamic Segmentation: Use data to segment your audience based on key behaviours or preferences. This means customers only receive content that truly aligns with their journey. 2️⃣ Triggered Communication: Send timely messages based on real user actions (or inactions). For example, if a customer has been inactive for a few weeks, a thoughtful "We’ve missed you" message can rekindle their interest. 3️⃣ Behaviour-Based Personalisation: Leverage data to tailor interactions, but don’t overdo it. Use subtle, customer-focused insights—like relevant articles or proactive support check-ins—rather than pushing sales-driven content.

Every Customer Success VP knows the drill: investors are laser-focused on quarterly metrics. They want to see growth, churn reduction, and upsell numbers—now. 📈📈 While understandable, this demand for immediate returns can clash with what customer success is truly about: building genuine, long-term relationships that drive sustainable growth. 🤝 How can we balance short-term pressures with the steady work of building trust and loyalty? Here’s a roadmap to keep your investors happy without sacrificing your commitment to long-lasting customer success. 👇👇👇 https://lnkd.in/ecbrhPYh

Some key resources to help with strategy and alignment: 📊 Get to grips with your strategy areas with a custom heatmap 🔗: https://lnkd.in/ewVyxpKJ 📹 Watch Dan Pink’s video on the surprising truth about what motivates us 🔗: https://lnkd.in/ge-vJtA 💡 Try out Impact Mapping, a collaborative strategic planning technique 🔗: https://lnkd.in/eRwPb2rc www.stellafai.com