Are Multi-year Contracts Bad Business?

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”3.21.1″ custom_padding=”0px||0px”][et_pb_fullwidth_post_title categories=”off” comments=”off” featured_placement=”above” _builder_version=”3.21.1″ title_font=”|600|||||||” title_font_size=”36px” custom_padding=”0px||0px” custom_css_post_title=”padding-top:30px;”][/et_pb_fullwidth_post_title][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.21.1″ custom_margin=”0px||0px” custom_padding=”0px||0px”][et_pb_row _builder_version=”3.21.1″][et_pb_column type=”4_4″ _builder_version=”3.21.1″][et_pb_divider color=”#dfdfdf” height=”1px” _builder_version=”3.21.1″][/et_pb_divider][et_pb_text _builder_version=”3.21.1″ text_font=”||||||||” text_font_size=”18px” text_line_height=”1.8em” header_font=”|300|||||||” header_line_height=”1.1em”] THE BIG DEAL: Everyone loves the excitement of the “The Big Deal”. Aaron Rodgers 5 year $165M contract makes a great headline.  And as much as any […]

Puzzled about Customer Success Metrics?

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”3.21.1″ custom_padding=”0px||0px”][et_pb_fullwidth_post_title categories=”off” comments=”off” featured_placement=”above” _builder_version=”3.21.1″ title_font=”|600|||||||” title_font_size=”36px” custom_padding=”0px||0px” custom_css_post_title=”padding-top:30px;”][/et_pb_fullwidth_post_title][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.21.1″ custom_margin=”0px||0px” custom_padding=”0px||0px”][et_pb_row _builder_version=”3.21.1″][et_pb_column type=”4_4″ _builder_version=”3.21.1″][et_pb_divider color=”#dfdfdf” height=”1px” _builder_version=”3.21.1″][/et_pb_divider][et_pb_text _builder_version=”3.21.1″ text_font=”||||||||” text_font_size=”18px” text_line_height=”1.8em” header_font=”|300|||||||” header_line_height=”1.1em”] There is a lot of talk about metrics, measurements, and KPIs in the world of Customer Success. Peter Drucker’s statement that, “What gets measured gets improved” continues […]

How Do You Measure “Customer Success”?

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”3.21.1″ custom_padding=”0px||0px”][et_pb_fullwidth_post_title categories=”off” comments=”off” featured_placement=”above” _builder_version=”3.21.1″ title_font=”|600|||||||” title_font_size=”36px” custom_padding=”0px||0px” custom_css_post_title=”padding-top:30px;”][/et_pb_fullwidth_post_title][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.21.1″ custom_margin=”0px||0px” custom_padding=”0px||0px”][et_pb_row _builder_version=”3.21.1″][et_pb_column type=”4_4″ _builder_version=”3.21.1″][et_pb_divider color=”#dfdfdf” height=”1px” _builder_version=”3.21.1″][/et_pb_divider][et_pb_text _builder_version=”3.21.1″ text_font=”||||||||” text_font_size=”18px” text_line_height=”1.8em” header_font=”|300|||||||” header_line_height=”1.1em”] Customer Success 2.0 arrived in 2005 which, when you think of it, makes the profession sort of a teenager…  Having raised a couple of them, there does […]

The Ten Steps to Customer Success

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”3.21.1″ custom_padding=”0px||0px”][et_pb_fullwidth_post_title categories=”off” comments=”off” featured_placement=”above” _builder_version=”3.21.1″ title_font=”|600|||||||” title_font_size=”36px” custom_padding=”0px||0px” custom_css_post_title=”padding-top:30px;”][/et_pb_fullwidth_post_title][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.21.1″ custom_margin=”0px||0px” custom_padding=”0px||0px”][et_pb_row _builder_version=”3.21.1″][et_pb_column type=”4_4″ _builder_version=”3.21.1″][et_pb_divider color=”#dfdfdf” height=”1px” _builder_version=”3.21.1″][/et_pb_divider][et_pb_text _builder_version=”3.21.1″ text_font=”||||||||” text_font_size=”18px” text_line_height=”1.8em” header_font=”|300|||||||” header_line_height=”1.1em”] There are a lot of different approaches to Customer Success compensation and although there may not be one perfect plan, the data below suggests that a […]

Compensation & Results…

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”3.21.1″ custom_padding=”0px||0px”][et_pb_fullwidth_post_title categories=”off” comments=”off” featured_placement=”above” _builder_version=”3.21.1″ title_font=”|600|||||||” title_font_size=”36px” custom_padding=”0px||0px” custom_css_post_title=”padding-top:30px;”][/et_pb_fullwidth_post_title][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.21.1″ custom_margin=”0px||0px” custom_padding=”0px||0px”][et_pb_row _builder_version=”3.21.1″][et_pb_column type=”4_4″ _builder_version=”3.21.1″][et_pb_divider color=”#dfdfdf” height=”1px” _builder_version=”3.21.1″][/et_pb_divider][et_pb_text _builder_version=”3.21.1″ text_font=”||||||||” text_font_size=”18px” text_line_height=”1.8em” header_font=”|300|||||||” header_line_height=”1.1em”] There are a lot of different approaches to Customer Success compensation and although there may not be one perfect plan, the data below suggests that a […]

The Economics of Customer Success Part One

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”3.21.1″ custom_padding=”0px||0px”][et_pb_fullwidth_post_title categories=”off” comments=”off” featured_placement=”above” _builder_version=”3.21.1″ title_font=”|600|||||||” title_font_size=”36px” custom_padding=”0px||0px” custom_css_post_title=”padding-top:30px;”][/et_pb_fullwidth_post_title][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.21.1″ custom_margin=”0px||0px” custom_padding=”0px||0px”][et_pb_row _builder_version=”3.21.1″][et_pb_column type=”4_4″ _builder_version=”3.21.1″][et_pb_divider color=”#dfdfdf” height=”1px” _builder_version=”3.21.1″][/et_pb_divider][et_pb_text _builder_version=”3.21.1″ text_font=”||||||||” text_font_size=”18px” text_line_height=”1.8em” header_font=”|300|||||||” header_line_height=”1.1em”] When listening in on conversations about Customer Success you will often hear a wide variety of perspectives and opinions on exactly what it is, when it […]

CEOs and Strategy: Defining Corporate Purpose

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”3.21.1″ custom_padding=”0px||0px”][et_pb_fullwidth_post_title categories=”off” comments=”off” featured_placement=”above” _builder_version=”3.21.1″ title_font=”|600|||||||” title_font_size=”36px” custom_padding=”0px||0px” custom_css_post_title=”padding-top:30px;”][/et_pb_fullwidth_post_title][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.21.1″ custom_margin=”0px||0px” custom_padding=”0px||0px”][et_pb_row _builder_version=”3.21.1″][et_pb_column type=”4_4″ _builder_version=”3.21.1″][et_pb_divider color=”#dfdfdf” height=”1px” _builder_version=”3.21.1″][/et_pb_divider][et_pb_text _builder_version=”3.21.1″ text_font=”||||||||” text_font_size=”18px” text_line_height=”1.8em” header_font=”|300|||||||” header_line_height=”1.1em”] My favorite quote is probably: [/et_pb_text][et_pb_text admin_label=”“Strategy without tactics is the slowest route to victory. Tactics without Strategy is the noise before defeat”.” _builder_version=”3.21.1″ text_font=”|300|on||||||” text_font_size=”22px” […]