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.
As I ‘m embarking on another trip to meet up with our customers, I wanted to pass on some tried and tested tips that you can use when meeting with your customers in person or over the phone. Let’s get something straight - these are not sales meetings. The meetings are focused on ensuring that... Continue Reading →
In my previous posts, I focused on what customer success managers (CSMs) should do when working with their customers. Let's switch it around and focus on the stuff that you should avoid. I have a number of battle scars that I've "earned" over the years as well as heard my share of crazy stories. Here are... Continue Reading →
I've been very blessed with a wonderful and understanding family that allows me to follow my dreams and for having the chance to work with some amazing people over the years. I worked for a number of great leaders along the way including Nadia DeVilla. She made me realize that in order to grow as... Continue Reading →
It’s happening. Your company is hitting that growth trajectory that everyone said would happen. New customers are being added daily and you’re starting to worry if you have the right plan in place to handle everything that is coming at you. Here’s something to keep in mind: culture eats strategy for breakfast. What does that... Continue Reading →
“Holy $h#t ! It’s not even 9:00am and I have 20+ customer emails sitting there in my inbox that I need to respond to. My day is already screwed.” This happens to customer success managers all the time. It can happen on a daily basis or the odd day but it happens. Your inbox and... Continue Reading →
In my earlier days as a customer success manager, I remember getting this irate email from a customer. I don’t remember which customer and I don’t remember exactly what they said but I do remember wanting to find the marketer from my company that sent them the email and giving them a peace of my... Continue Reading →
You Know You Work in Customer Success if... You do everything in your power to make your customers happy. You make others in your organization think about how their actions impact the customer. You put your own reputation on the line within your company to advocate for the customer. You constantly think of ways you... Continue Reading →
I never really imagined myself writing this post but as the LinkedIn Group I started called "Customer Success Managers in Action" hits the 1,000 member mark, it's a good time to write about this. Customer Success Managers and SaaS software go hand in hand. As the SaaS industry has grown, so has the need for... Continue Reading →
Chad Horenfeldt
Enlightened Customers 