After building a number of high performing customer success organizations, I've outlined the foundational elements of customer success.
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.
Being in Customer Success is a reflection of where you came from
Who are the people in your lives that have helped you persevere when things looked their bleakest? What drove you down the career path you’re on and who were the ones that have influenced you the most? As you progress in the world of Customer Success, it’s helpful to take a moment and reflect on... Continue Reading →
The importance of reflection in Customer Success and beyond
To quote Ferris Bueller, "Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it." Most of the leadership podcasts and articles I've looked at lately stress the need to reflect on what you've done and be very mindful about you are going to do. Setting aside... Continue Reading →
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 →
Hacking Customer Success
The post below was originally posted on the ServiceRocket blog and is part of the Helping Sells Radio podcast. There are many approaches to Customer Success. I had a great conversation with Sarah E. Brown and Bill Cushard from ServiceRocket on "hacking Customer Success". I recall some of the approaches I used in various CS leadership... Continue Reading →