The Cycle of Customer Success: A Blueprint for Customer Success Teams

I'm not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision making process. After spending over 15 years in Customer Success, I have … Continue reading The Cycle of Customer Success: A Blueprint for Customer Success Teams

How to Become a Customer Success Leader

I'm going to be very blunt here. Getting my first management role in Customer Success was extremely difficult. It was 10 years after I started in Customer Success that I was eventually promoted to VP. This was no easy or simple feat. The mental punishment I absorbed over the years could have overwhelmed me. It did … Continue reading How to Become a Customer Success Leader

Takeaways from Pulse Customer Success Conference 2014

This was another great conference hosted by Gainsight last week with outstanding speakers including Malcolm Gladwell who focused on the “transformation” that organizations are going through in terms of servicing its customers. I really liked the format in terms of the time allotted for Q/A and the mix of speakers. It gave you variety and … Continue reading Takeaways from Pulse Customer Success Conference 2014

Customer Service – It’s the Little Things

Those that are in Customer Service departments have a big task - how can you provide a better customer experience without breaking the bank? There is no one answer to this question but there are tactics you can follow that work. Don't focus on what you can't control - start with the low hanging fruit. … Continue reading Customer Service – It’s the Little Things