You’ve just been told that your company has signed its most important client to date. There may be many things running through your head: When do they want to start? Did sales promise them something that’s not possible? How will I handle this on top of everything else? While you definitely need to dive into... Continue Reading →
Three Trends in Customer Success & Three Expert Perspectives
There are two constants in Customer Success: meetings and email. Your day will always be full of them. There are ways to get out in front of a lot of the issues and time wasters that CS teams face but it’s not easy. Reducing the number of meetings you have and not responding to emails... Continue Reading →
Customer Success Managers as Customer Matchmakers
In the past when someone asked me what I did as a Customer Success Manager (CSM), I would give them a number of answers but one of them that sticks out for me is a "customer match maker". This means that I would try to pair up one customer with another with the intent of... Continue Reading →