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 […]
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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 […]
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, […]
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 […]
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 […]
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 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 […]
Today I want to examine the optimal relationship between Sales and Customer Success. As an emerging discipline in SaaS and other recurring revenue businesses, Customer Success has to justify its existence every day. […]
Why Empathy Can Help You – And Your Customers – Achieve All Your Goals Cross-Functional Communication is one of the keys to effective Customer Success. This one factor transcends industry, business model, and your company’s […]
The old days when businesses were simply reactive are over. Customer success enables a business to be proactive and thus reduce churn to identify upsell opportunities and problems before they happen. Ideally, one of the […]
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 […]