5 easy ways to keep your customer success teams sharp

You may have heard these excuses “we’re too busy” or “we don’t have the budget for training”. When it comes to helping your customer success team members grow and build their skills, these excuses are not only foolish, they can sink your team and your company. You may be a start-up and not have the … Continue reading 5 easy ways to keep your customer success teams sharp

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 Top 5 Tips to Prepare for Customer Meetings

8 Things Customer Success Pros Shouldn’t Do

In my previous posts, I focused on what customer success managers (CSMs) should do when working with their customers. Let's switch it around and focus on the stuff that you should avoid. I have a number of battle scars that I've "earned" over the years as well as heard my share of crazy stories. Here are … Continue reading 8 Things Customer Success Pros Shouldn’t Do

Culture Eats Strategy for Breakfast When it Comes to Customer Success

It’s happening. Your company is hitting that growth trajectory that everyone said would happen. New customers are being added daily and you’re starting to worry if you have the right plan in place to handle everything that is coming at you. Here’s something to keep in mind: culture eats strategy for breakfast. What does that … Continue reading Culture Eats Strategy for Breakfast When it Comes to Customer Success

How to Become a Social Customer Success Manager

In my last post, I coined the term “social customer success” which I define as using the power of social media to build stronger relationships with your customers for the purpose of developing customers for life and elevating your own career. This area is separate from doing support via social media. I will go into … Continue reading How to Become a Social Customer Success Manager

How Being Proactive in Customer Success Can Backfire

One of the core goals of a customer success professional is to be proactive by helping solve customer issues before they know they are issues as well as providing advice on how the customer can improve. However, some forms of proactiveness may not be the best solution. It really depends on what the customer is … Continue reading How Being Proactive in Customer Success Can Backfire

Failing to Deliver: What Not to do in Customer Success

I received one of those emails last week from a vendor that was a winner on how to damage a relationship. I had to share this story with you so you avoid this type of behaviour. We had been working with our vendor to implement a feature that would integrate our system with theirs and … Continue reading Failing to Deliver: What Not to do in Customer Success

You Know You Work in Customer Success if…

You Know You Work in Customer Success if... You do everything in your power to make your customers happy. You make others in your organization think about how their actions impact the customer. You put your own reputation on the line within your company to advocate for the customer. You constantly think of ways you … Continue reading You Know You Work in Customer Success if…