All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to […]
Onboard Your New Head of CS Like a Pro! Grab Your Copy of My 30-Day Checklist Now >>
✖
All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to […]
A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems […]
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 […]
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 […]
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 […]
There are many stages in the life of a business: An early startup stage with a handful of customers, or a much more mature stage with a larger customer base. Somewhere in between, it becomes […]
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 […]
In the customer success era, onboarding customers go above and beyond adhering to a certain scope of work in a timely manner. Take a look at these three new best practices you can implement to […]
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 […]
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 […]
When your customers succeed, your business succeeds. This is why customer success is so important. We first saw the customer-centric model appear specifically in SaaS companies, it’s not trickling into many other businesses. If there’s […]
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 […]