Customer Success

Customer Success

Umbrex is pleased to welcome Nadav Shem Tov with NST Success Consulting.  Nadav has founded NST Success Consulting to help companies unlock growth through Customer Success. Nadav brings more than 15 years of professional experience. Starting his career in the elite Israeli intelligence unit 8200 and the Israeli startup ecosystem gave him a head start […]

In this article, Anastasia Ksenofontova explains why studying both the relationship and transactional insights of your B2B customers is the first step in establishing customer success.  In the B2B world, salespeople are traditionally the only reliable source of information about customers. Conversely, salespeople consider the marketing function to be out of touch with reality. Product […]

In this post from his company website, Jeremy Greenberg shares the ten tenets of the customer diplomacy movement. As business owners and leaders, we know that our customers are the lifeblood of our companies. Without them, we wouldn’t exist. When customers leave us for our competitors, express dissatisfaction, or want to see a change in […]

Robert Tas shares key tips on how to personalize the customer journey. Today we constantly see the importance of customer experience and personalization at the top of CMOs’ agendas; yet I am stunned by our lack of progress. In a recent study conducted by Pega and the CMO Council, Predicting Routes to Revenue, less than […]

Duygu Cibik shares an evergreen post on customer success manager (CSM) profiles. This is another question that CEOs and other executives raise often. Clearly, desired CSM profile depends on your expectations from CSMs tied to CSM role definition. I’ve summarized my expectations in a previous post titled “What is Customer Success?” and I’ll cover the […]

Kaihan Krippendorff takes a look at the history of the music industry to demonstrate how Spotify excels at delivering customers what they want when they want it.  In 2006, a pair of Swedish entrepreneurs banded together to fight an ongoing problem: Piracy in the music industry was costing artists, retailers, and record companies billions of […]

Kaihan Krippendorff identifies how the concept of a flywheel can be applied to business.  Most evenings, when I’m not traveling, I make time to get in at least half an hour on my Peloton bike. It helps to wind down at the end of the day. I’ll turn on a show (lately I’ve been slowly […]

  Robbie Kellman Baxter shares a recent post from her series Subscription Stories. This week, why customer success growth closely aligns to the rise of subscription-based businesses, and how a customer success orientation can help dramatically increase your customer lifetime value. Nick Mehta, CEO of Gainsight, which is often called the Customer Success Company. Nick […]

  Duygu Cibik shares an article that identifies the key factors that can help you find an efficient and effective customer success manager. What is the right customer success manager (CSM) profile? This is another question that CEOs and other executives raise often. Clearly, desired CSM profile depends on your expectations from CSMs tied to […]

  Azim Nagree explores the necessary steps to take when the current crisis is over and shares a template you can use to build your business case. Many of us are spending our time thinking about (and writing about) how to get through the current Coronavirus-driven situation. For those who have had to endure headcount […]