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 →
5 Tips for Customer Success Teams: Turning New Customers into Advocates
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 →
It’s not what you do, but how you make your customers feel in Customer Success
In Customer Success, we all make mistakes from time to time. I made one and it didn’t catch up to me until recently. It happened to be the same day that I saw my CEO speak on the topic of Customer Success and creating advocates. He reminded me that while you may have the best... Continue Reading →
What Should I be Doing? 5 Tips for Day in the Life of a Customer Success Manager
“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 →