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.
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 →
There are two constants in Customer Success: meetings and email. Your day will always be full of them. There are ways to get out in front of a lot of the issues and time wasters that CS teams face but it’s not easy. Reducing the number of meetings you have and not responding to emails... Continue Reading →
In my last post, I outlined the new alignment issue within modern B2B organizations: marketing vs the customer success team. It’s a real problem as it can result in a poor customer experience and organizational inefficiencies. I happen to have worked with companies that have done an exceptional job at bridging the gap between marketing... Continue Reading →
In the past when someone asked me what I did as a Customer Success Manager (CSM), I would give them a number of answers but one of them that sticks out for me is a "customer match maker". This means that I would try to pair up one customer with another with the intent of... Continue Reading →