Becoming a Customer-Centric Organization
The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to […]
Customer Support 2.0 and the Rise of the Portfolio Success Manager
I was interviewed by Jayaram Bhat, Squelch Co-Founder, and CEO and we talked about the latest trends in both customer support and success. We examined the more proactive role that supports teams are playing and […]
Customer Training: The Secret to Scale in Customer Success
The commonly used and highly effective customer success approach for early-stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout their customer journey. However, as […]
Launching Customer Success in Early-stage Startups
There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial […]
Customer Advocacy: Definition for Customer Success
Cоmреtіtіоn fоr buѕіnеѕѕ іn tоdау’ѕ ultra-connected, global wоrld іѕ fіеrсе. Eасh dау, frеѕh іdеаѕ аrе fоrmеd and nеw соmраnіеѕ are lаunсhеd, аnd уеt – 90% оf ѕtаrtuрѕ fаіl. Nееdlеѕѕ tо ѕау (оr уоu wоuldn’t bе […]
3 New Customer Onboarding Best Practices
In the customer success era, on-boarding customers go above and beyond adhering to a certain scope of work in a timely manner. Check out these three new best practices you can implement to turn your […]
The Beginners Guide to Scaling Customer Success
Our approach to scaling a customer success team might be vastly different for strategic accounts vs. your small and mid-size business (SMB) segment. To scale, most organizations would start with segmenting their customer base and then associate […]
3 Interview Tips for Hiring Customer Success Managers
There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Problem is, role in CSM is relatively new, and […]
[PODCAST] The Value of Customer Success
I recently sat down with Eric Sharp, from the “1 to 10” Podcast to talk about customer success companies between 1 to 10 million in revenues (aka Startups). Episode Overview What would it be like […]
The Essential Guide to Launching your Customer Success Program
As the Customer Success practice is established, organizations and their customers must grapple with change. Customer Success teams need to quickly shift from support ticket escalations to delivering on business outcomes. Their clients need to understand the […]
Delivering Customers Outcomes isn’t Enough!
In today’s world, the subscription model has changed everything. Customers now have the power to choose software vendors who will achieve their desired business outcomes and to leave those who don’t. Let’s face it since the subscription model […]
Customer Success Performance Indicator
This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO of Client Success. Dave asked me if I might be interested in taking part as […]