In a world of enlightened customers, you need a different strategy. We help Customer Success teams, leaders and professionals achieve their business & career objectives through proven methodologies.
Note: This post was originally posted on Wootric's blog. "The response time was quick and the resolution helpful.” “Superb response to an urgent and time-sensitive request! Outstanding!” “The solution that was supplied solved all the issues I was having!” This isn’t fake news. These are real customers and actual quotes we received from the follow... Continue Reading →
I'm going to be very blunt here. Getting my first management role in Customer Success was extremely difficult. It was 10 years after I started in Customer Success that I was eventually promoted to VP. This was no easy or simple feat. The mental punishment I absorbed over the years could have overwhelmed me. It did... Continue Reading →
“You want us to do what?” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? Don’t deny it – I know you’ve done this. I have done it as well and have been... Continue Reading →
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 →
“I want your job”. Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run... Continue Reading →
Meetings mostly suck. There, I said it. We all know it's the truth. I've run my share of crappy meetings and I'm well aware of it. It wasn't my intention. It's not an easy task to have great meetings - especially if you're part of a Customer Success team that is growing at a tremendous... Continue Reading →
You’re frustrated. You don’t have a lot of time. You just want to get the answer and move on with your day. But you can’t. You need to contact someone in Customer Support. We’ve all been there. This is what I would call a “moment of truth” for a company’s Support team. They need to come... Continue Reading →
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 →
Chad Horenfeldt
Enlightened Customers 