Do Customer Success teams really need a mission? Your company also has a mission statement (or they should). Isn't that enough?
Does your Customer Success Team understand its WHAT?
Three simple words to follow as a Customer Success leader during a crisis
March 11, 2020, was a warm and sunny day with a beautiful blue sky. I had just enjoyed a relaxed lunch at a sushi restaurant just north of San Francisco with my client. As we devoured our sushi tacos, sashimi, and teriyaki we discussed our fears over the canceled events and conferences like Austin's annual South by Southwest festival and Coachella. While we were concerned, we didn’t even consider that in just a few days we would be forbidden to dine at any restaurant like this one and we would be confined to our homes for an indefinite period of time.
Storytelling: How Customer Success Can Gain Influence Within Your Organization
While data and customer feedback can provide insight and justification for the changes you want to achieve, your message may not be getting through. When making requests at the executive level, you can’t just persuade the mind, you also have to also convince the heart. One way to do this is through the power of stories.
Get Your Customers to Stop Ghosting You
“Why won’t they respond?”. You’re scratching your head as you try to understand why a customer has ghosted you.
Being in Customer Success is a reflection of where you came from
Who are the people in your lives that have helped you persevere when things looked their bleakest? What drove you down the career path you’re on and who were the ones that have influenced you the most? As you progress in the world of Customer Success, it’s helpful to take a moment and reflect on... Continue Reading →
2 Quarterly Business Review Myths that Customer Success Needs to Abandon
This post originally appeared on The Success League blog. As you're checking your calendar to start the day, you see there is a two hour block for "QBR Prep" at 10:00 am. The room suddenly feels a lot warmer and beads of sweat appear on your forehead. You think to yourself "did someone mess with... Continue Reading →
The customer is always wronged
You've done this. You've launched a new part of the customer journey, a training course, an onboarding email series, a best practice document or maybe a revised QBR process and you didn't seek out any customer input. Admit it. You've done it. I know I've done it before. Guess what? You have wronged the customer.... Continue Reading →
The #1 productivity hack every Customer Success Manager should follow
Sunday funday! I definitely love my Sundays but I also get some anxiety knowing how much I need to get done in the upcoming week. The best advice I received from one of my mentors, Paul Teshima, on how to be more productive and reduce my anxiety was to perform what he called “Sunday Night... Continue Reading →
Chad Horenfeldt