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Customer Success

Customer Success

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 our products or services, we should set out to understand why. But, why wait until then? If we do, it may be too late. We…
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 three percent of CMOs reported feeling comfortable with their impact on maximizing the lifetime value of the customer. A further 45 percent of CMOs said…
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 desired CSM skills and experience in line with those expectations.     Consultative skills To be able to provide advice to clients regarding the product,…
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 dollars in lost sales. Customers who had previously gone to CD or record stores to purchase music were now evading legislation to download songs for…
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 savoring this season’s episodes of The Handmaid’s Tale and waiting in anticipation for season 2 of Ted Lasso) and pedal to break a sweat. As…
  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 is both an expert on the emerging discipline of customer success and the leader of a SaaS company that is dedicated to a forever promise…
  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 CSM role definition. I’ve summarized my expectations in a previous post titled “What is Customer Success?” and I’ll cover the desired CSM skills and experience…
  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 reductions, your energy and focus is probably on just getting through the day-to-day workload. But it’s important to think about what will happen when the…
  Robbie Kellman Baxter explains why the customer relationship is even more valuable and volatile during times of crisis and provides six practical steps you can take to maintain  strong customer relations. Subscription-based businesses seem to be the most resilient during this time of crisis. With predictable recurring revenue, they have greater flexibility to withstand the storm. But there’s more to it than just revenue. To hang onto customers during a crisis, you need to build a forever transaction with…