Scaling Customer Success in your organization requires a mix of people, processes, and technology. And while that mix will be unique to your company, I've broken down the key inputs...
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Since Customer Success Management isn't just about reducing churn by retaining customers, but also growing their use of your product over time, I often talk about everything from churn mitigation...
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I had the opportunity to sit down with Neil Jain of Waterstone Management Group and ask him about the challenges and opportunities in bringing Customer Success to Hardware companies. Q. What...
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Allison introduced this framework for managing risks at Gainsight's annual Pulse conference earlier this month. We're making it available to the community for the first time in this blog post....
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Customer Success is the new trend worldwide and many SaaS and non-SaaS companies are now discovering the challenge of global expansion. This is brand new territory for most businesses, with...
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Customer success managers and leaders: Do any of these statements sound familiar to you? "The customer was upset during our kick-off because we asked them the same questions that the...
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Everyone in the Customer Success world is primarily focused on – in one form or another – monitoring and managing Customer Health. This is the one that everybody is talking...
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In the Customer Success world, the idea of handing-off a customer from one group to another is a big deal. Whether it's from Sales to Onboarding or Onboarding to Customer Success,...
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Customer Success is not just an organization, but is really a philosophy and requires the whole company to be behind it. If that isn't true, then the odds of being...
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I get asked all the time how you will know if your Customer Success initiative is, well, successful. First, you have to focus on your customers and remember that they...
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