Don't tell your customers what to do. Empower them using the communication technique, Motivational Interviewing.
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.
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 →
Top 5 Customer Success Hacks
As a Customer Success Manager, there are MANY things being thrown at you on a daily basis. At the end of the day, your customers are looking to accomplish certain outcomes and they need your help. You are the one that has been hired and trained to do what few others can do. I'm going to outline... Continue Reading →
It’s not what you do, but how you make your customers feel in Customer Success
In Customer Success, we all make mistakes from time to time. I made one and it didn’t catch up to me until recently. It happened to be the same day that I saw my CEO speak on the topic of Customer Success and creating advocates. He reminded me that while you may have the best... Continue Reading →
In Customer Success, Should 1:1 be the Exception?
Having worked a very long day I decided to make my way over to our local Toronto customer success group. I almost gave up a few times as the Toronto rush hour traffic was insane but I knew it would be worth it to see the speaker, Venk Chandran who is a senior manager on... Continue Reading →
Feature request or the car built for Homer? The Customer Success Dilemma
“We need this new feature and we need it now! My customer has been asking for it for weeks and they can’t use our product the way they want to without it.” This was a fictitious conversation but conversations like this happen each and every day between those that work directly with customers and those... Continue Reading →
Top 5 Tips to Prepare for Customer Meetings
As I ‘m embarking on another trip to meet up with our customers, I wanted to pass on some tried and tested tips that you can use when meeting with your customers in person or over the phone. Let’s get something straight - these are not sales meetings. The meetings are focused on ensuring that... Continue Reading →