Don't tell your customers what to do. Empower them using the communication technique, Motivational Interviewing.
A different approach to engaging your customers: How to drive change using motivational interviewing
The Foundation of Customer Success
After building a number of high performing customer success organizations, I've outlined the foundational elements of customer success.
Top 5 Ways to Break into Customer Success
“How do I get into customer success?”. Here are my recommendations to successfully break into the customer success profession.
Your most important renewal of the year in Customer Success
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.
Does your Customer Success Team understand its WHAT?
Do Customer Success teams really need a mission? Your company also has a mission statement (or they should). Isn't that enough?
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.
Storytelling: How Customer Success Can Gain Influence Within Your Organization
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.
Get Your Customers to Stop Ghosting You
“Why won’t they respond?”. You’re scratching your head as you try to understand why a customer has ghosted you.
Chad Horenfeldt
Enlightened Customers 