I’m really exhausted. This year has easily been the most challenging time of my life handling everything that has been thrown at me. My team and I have accomplished so much this year yet I still have the biggest and most important renewal to close.
Do Customer Success teams really need a mission? Your company also has a mission statement (or they should). Isn't that enough?
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.
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.
“Why won’t they respond?”. You’re scratching your head as you try to understand why a customer has ghosted you.
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 →
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 →
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 →