10 posts

Finding Your Next Role in Customer Success

We’ve all seen the statistics and the news lately, and there’s no denying that we’re in a jobs crisis. Companies are trimming staff – sometimes down to “essential only” roles – in order to survive the economic downturn. Customer success roles and teams are no exception, and many companies are […]

The Customer Feedback Loop

The Customer Feedback Loop Any effective improvement plan for your business should involve analyzing, measuring and acting upon customer feedback . This process is known as a customer feedback loop. In this post we’ll go deeper into the mechanics of measuring customer sentiment. We’ll also begin the discussion on how to […]

Scaling Customer Success

Even though all customers are important to a business, some customers are more important than others. Small/medium sized business (SMB) customers do not have the same economic impact or potential for revenue expansion as a larger enterprise-level customer. In the early days of any business, you want to be as […]

Customer Success and Customer Support: Why You Need Both

In understanding what customer success is, it’s also important to understand what it is not. Customer success is often confused or conflated with both key account management (KAM) and customer support. In a previous post we wrote about the differences between KAM and customer success. This post will show the major differences […]

Building a Remarkable Customer Success Playbook

When it comes to managing relationships with your customers, the old axiom still holds true: “Change is the only constant.” Because you know things will change in your relationships with your customers, your customer success teams need to be proactive in managing the relationship. Being proactive means having a good […]

Building a Customer Health Index

How is your relationship with your customers? Are there areas of concern or pockets of excellence that exist in your relationship? Unfortunately, many companies these days can only answer these questions using their gut feel, rather than objective data. Companies need to take a deeper look into the available data […]

Customer Experience 101

Before diving into a program or initiative, it’s always good for a company to have a common definition to work toward. This is especially true when speaking of customer experience. Customer experience is a very hot topic these days in companies across many industries – from packaged consumer goods to […]