To quote Ferris Bueller, "Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it." Most of the leadership podcasts and articles I've looked at lately stress the need to reflect on what you've done and be very mindful about you are going to do. Setting aside … Continue reading The importance of reflection in Customer Success and beyond
Author: Chad Horenfeldt
I have over 20 years experience serving customers and it was time to start sharing what I've learned. My days are currently spent leading the Client Success team at Updater. Prior to Updater I've led Customer Success teams at Bluecore, Influitive and Eloqua. The rest of my time is spent with my family. I like to be sarcastic, funny and like to get the job done and done right.
The Cycle of Customer Success: A Blueprint for Customer Success Teams
I'm not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision making process. After spending over 15 years in Customer Success, I have … Continue reading The Cycle of Customer Success: A Blueprint for Customer Success Teams
5 Tips for Customer Success Teams: Turning New Customers into Advocates
You’ve just been told that your company has signed its most important client to date. There may be many things running through your head: When do they want to start? Did sales promise them something that’s not possible? How will I handle this on top of everything else? While you definitely need to dive into … Continue reading 5 Tips for Customer Success Teams: Turning New Customers into Advocates
Hacking Customer Success
The post below was originally posted on the ServiceRocket blog and is part of the Helping Sells Radio podcast. There are many approaches to Customer Success. I had a great conversation with Sarah E. Brown and Bill Cushard from ServiceRocket on "hacking Customer Success". I recall some of the approaches I used in various CS leadership … Continue reading Hacking Customer Success
Repeat After Me: “Customer Success Managers are not Support”
Note: This post was originally posted on Wootric's blog. "The response time was quick and the resolution helpful.” “Superb response to an urgent and time-sensitive request! Outstanding!” “The solution that was supplied solved all the issues I was having!” This isn’t fake news. These are real customers and actual quotes we received from the follow … Continue reading Repeat After Me: “Customer Success Managers are not Support”
How to Become a Customer Success Leader
I'm going to be very blunt here. Getting my first management role in Customer Success was extremely difficult. It was 10 years after I started in Customer Success that I was eventually promoted to VP. This was no easy or simple feat. The mental punishment I absorbed over the years could have overwhelmed me. It did … Continue reading How to Become a Customer Success Leader
The Fundamental Flaw of Proactive Customer Success
“You want us to do what?” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? Don’t deny it – I know you’ve done this. I have done it as well and have been … Continue reading The Fundamental Flaw of Proactive Customer Success
Customer Success Battle Scars: Communicate, Communicate, Communicate
Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate. Did I make my point? In my last post, I covered how you can’t f@&k around with hiring as a customer success leader at a fast growing start-up. In this post, I'll outline some approaches to ensure you … Continue reading Customer Success Battle Scars: Communicate, Communicate, Communicate