Don't tell your customers what to do. Empower them using the communication technique, 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.
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 customer is always wronged
You've done this. You've launched a new part of the customer journey, a training course, an onboarding email series, a best practice document or maybe a revised QBR process and you didn't seek out any customer input. Admit it. You've done it. I know I've done it before. Guess what? You have wronged the customer.... 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 →
Customer Success Battle Scars: Don’t F@&k Around With Hiring
“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 →