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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 […]
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 by segmenting their customer base and then […]
Day two at Pulse proved to be another one of learning, with a focus on a few key themes, including a strong tie to customer business outcomes. Here were my top takeaways: 1. Every customer […]
As your company grows and you win more customers, you will either need to hire more people or be smarter with your time. To scale your Customer Success team, you will need to segment your […]
To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer […]
Many customer success organizations still work with a high-touch approach. If asked, they will admit that their job is to do anything for the client. This approach is not scalable, time-consuming, and what is worse, […]
These days, the practice of Customer Success finds itself at an interesting crossroads. The importance and responsibility of the field are growing, yet the budget increases don’t seem to follow suit. At some point, you […]
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 […]
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 […]
One of Customer success’s primary challenges is enabling effective and timely communication in an organization. Customer success managers must be familiar with this concept. It’s not just about sending customers the right email at the […]