My last blog post was about building a Customer Success culture throughout your entire company. Today’s subject was touched on in that post and is closely tied to the overall...
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There is little to argue with in Dan’s post. It’s all sage advice. I’d like to expand on a couple of the points that I think are most important. I’ve been running...
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I recently wrote an article for DM News about building a Customer Success practice. You can read it here. Step 1 in that process was “Create and enforce a customer-focused philosophy...
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“Customer Success” is growing. And not only in buzz. I see companies investing and building these teams at a fast clip. When done right, this trend represents a fantastic opportunity...
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There are a number of ways that software vendors are approaching the space commonly known as Customer Success Management. Each approach will potentially mesh differently with a Voice of Customer solution....
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I get asked a lot of questions every day about Customer Success, most of which don’t have a really definitive answer, simply different choices with different pros and cons. But...
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You’ve decided to fund a Customer Success Team for your company, and have determined what the model should look like. Now what? Aside from developing a strawman for the organizational structure...
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Asking the question “what should I look for in a CSM?” is like asking “what kind of person do I need to fill my Sales role?” Any answer other than...
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Customer Success is More Than a Team of People: When looking at an investment in Customer Success, it's first worth clarifying what that investment really entails. It's much more than...
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Customer Success is not an option in a recurring revenue business. It is not a nice-to-have. And it’s not something you do because you want your customers to like you. It’s...
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