Don't tell your customers what to do. Empower them using the communication technique, Motivational Interviewing.
After building a number of high performing customer success organizations, I've outlined the foundational elements of customer success.
“How do I get into customer success?”. Here are my recommendations to successfully break into the customer success profession.
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.
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 →
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 →
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 →
“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 →