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

What Should I be Doing? 5 Tips for Day in the Life of a Customer Success Manager

“Holy $h#t ! It’s not even 9:00am and I have 20+ customer emails sitting there in my inbox that I need to respond to. My day is already screwed.” This happens to customer success managers all the time. It can happen on a daily basis or the odd day but it happens. Your inbox and … Continue reading What Should I be Doing? 5 Tips for Day in the Life of a Customer Success Manager

Using Chatter to Form a Unified Voice to the Customer

A number of years ago when my company was much smaller I had one very large customer say to me "How do you do it? Your team works very well together. Everyone knows what the other person is doing and the progress we've made. You have a unified voice."  I was proud of that accomplishment … Continue reading Using Chatter to Form a Unified Voice to the Customer