7 Ways to Transform Customer Success Teams from Reactive to Proactive
Being proactive when it comes to customers is a relatively new concept. The objective has always been to deal with problems as they arise, appease unhappy customers, and repeat. As you know, the way the […]
QBR: 5 Rookie Mistakes You Should Avoid
Too often do Quarterly Business Reviews provide little, or no additional value to the client and lack focus, accountability, or incentive for your client to give this meeting a priority again. It is up to […]
Unexpected Reasons Customer Success Helps You Scale
In one of my previous articles, I shared how Quuu co-founder Daniel Kempe took the time to learn more about my experience with their product. Daniel’s attention to detail left me with a far better appreciation of their service, […]
Surprise! These Are Your Most Valuable Customers
The discipline of Customer Success is constantly changing, and it’s important to maintain the right focus on Why, How, and What as we instill these values in our company’s culture. The ‘Why’ comes naturally: Customer […]
3 Reasons the Wrong Customer is your Worst Nightmare
We’ve examined churn in a few previous articles, both what it feels like to your customer and creating the conditions which make it impossible. But if we really want to eliminate churn, we need to […]
How to Learn from Churn – Quuu and Customer Success
Recently I’ve been making a much greater investment in my presence on Social Media, specifically Twitter. So when I learned about a tool that would automatically publish curated content to Twitter on my behalf, I was intrigued. Quuu […]
How To Build Your Customer Success Journey
When we say the customer journey in the context of customer success teams, we rarely mean mapping the UX experience or defining the steps that the customer takes from the moment they reach your website […]
What Does Luxury Have To Do With Customer Success?
The luxury industry knows what Customer Success is only just beginning to grasp! Think of a concierge at a 5-Star resort. Not only do they know exactly what you need when you ask a question, […]
Turning Executive Business Reviews From Good To Great
The Executive Business Review (EBR) is probably the most effective meeting you’ll have with your customers, but there are a few things you may want to pay careful attention to in order to make the […]
Customer Success Metrics and Dashboards for the Analyst Enthusiast
Measuring the effectiveness of your customer success strategy is important. Unfortunately, if you ask most companies, you will find that they’re measuring only a handful of metrics that mainly focus on forecasting recurring revenue or […]
Why Customer Success Makes the Best Leaders?
As an evangelist for Customer Success, it’s in my nature to be curious. Learning the Why, How, and What of this dynamic discipline is vital, but the more I learned, the more I realized there […]
Customer Success and the Subscription Economy
Customer Success has gained incredible traction in the world of Software as a Service (SaaS). The shift to a subscription pricing model has demonstrated the importance of a clear strategy for Customer Success. But Customer […]