Scaling Customer Success – Cross-Post Alert!
Irrevo published a post I wrote on how to scale customer success. This is the second post in a series about customer success. You can find the first post here.
Category: Customer Success
Recruiting Women
In the past months, I’ve worked with a number of support organizations that were overwhelmingly male. We are not talking here about a 60/40 ratio, we are talking about 90/10, sometimes with no women at all in managerial roles. Several …
Setting the Stage for Customer Success
My friends at Irrevo just published a blog post I wrote about Customer Success, specifically written for vendors that are starting out with customer success. There will be further installments in the coming months. Please add a comment to this post …
The Organizational Apology
This is the title of an article in the September 2015 issue of The Harvard Business Review, which focuses on entire organizations apologizing for serious issues such as manipulating user feeds (Facebook), failing to recall dangerous cars (GM), or oil …
9 Lessons From This Year’s Ten Best Support Websites Awards
Each year, the Association of Support Professionals (ASP) distributes ten awards for support websites, three to small companies and seven in the so-called open division. This year’s winners were Cisco, Dell, Intel Security, PTC, Red Hat, and, in the small …
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Learn how to onboard customers
Join Al Hahn, Executive Director of the Association for Support Professionals, as he interviews me on techniques for successfully onboarding customers. The discussion will be applicable for SaaS vendors (who invented onboarding in the first place) as well as on-premise vendors, who …
The Truth About Trust – a book review with practical lessons for customer success
I recently read The Truth About Trust: How It Determines Success in Life, Love, Learning, and More by David DeSteno and found many relevant observations for us in the customer success and support field, where developing trust with customers is so important. …
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Change Management vs. Training
Over the years, we’ve had the opportunity to work with several vendors who were adding support channels (adding phone to an existing email channel, introducing chat to replace phone, or adding an in-person option for internal customers) and wanted to …
Value Propositions for CSMs
Customer Success Managers (CSMs) are eager to talk with customers, to build relationships, to hold conversations with them. But sometimes customers feel otherwise. So what’s a CSM to do? Customers are busy. Would you automatically agree to a meeting, let …
Customer Success Survey
Totango just completed a survey with Customer Success executives that sheds an interesting light on how customer success is organized, staffed, and compensated. Some highlights: A third of the customer success organizations in the survey report directly to the CEO. …
