Gaining 20/20 Vision towards Customer Success in 2020
If you work in the Customer Success (CS) profession (in its broad sense including: Professional Services, Technical Support, Customer Management, Education and Training, etc.), 2019 was a heck of the year! CS is maturing and growing fast: A CS function exists in...
CEOs and Strategy: Defining Corporate Purpose
My favorite quote is probably:“Strategy without tactics is the slowest route to victory. Tactics without Strategy is the noise before defeat”.Sun Tzu – 512 BCBesides being a favorite of mine, I believe this insight is one that transcends time and is as relevant today...
Reflecting On Lessons Learned
It’s my habit during transitions to spend time reflecting over the recent past and anticipating the unknown future. I know that 2016 was a challenging year for many and a wonderful year for others. I also know that some of you are entering 2017 with apprehension. I’m...
Why it’s Collaboration Time for Sales and Customer Success Association
Familiar Tropes Between CS & SalesWhat happens when a SaaS Venture Capitalist, a Customer Success (CS) Analyst, and a VP of CS sit down to chat about Sales and CS? You might anticipate that a lively conversation would ensue, with many points of contention. For...
What If Customer Success Isn’t Necessary?
A Business UtopiaHave you ever thought about what the world might look like if Customer Success (CS) was something that you didn’t need? I certainly had not considered this, and while it is a theoretical extreme, it’s an interesting construct to think about. What if:...
What CS Leaders Can Do to Ensure a Seat at the Table
At the RoundtableA few months ago, Lincoln Murphy (@lincolnmurphy) and a group of Bay Area Customer Success (CS) executives met and explored some challenges around CS having a seat at the executive table. Everyone agreed that it is important for CS to have a seat at...
Why Isn’t There a Seat at the Table for CS?
CS Roundtable – Part TwoIn a conversation with Lincoln Murphy (@lincolnmurphy) and a group of Bay Area Customer Success (CS) executives last month, we explored several aspects of Customer Success and challenges that companies and CS Executives face. Everyone agreed...
Should Customer Success Have a Seat at the Table?
A CS Round TableI keep hearing Customer Success leaders talk about how important it is to have a seat at the executive table. A couple of weeks ago, I explored this topic in a conversation with Lincoln Murphy, a Customer Success thought leader & co-author of the...
Customer Success is NOT Customer Support
The discipline of Customer Success continues to evolve at an exciting pace. As I talk to many companies looking for Customer Success leadership to take them to the next level, I am reminded of some of the fundamentals of Customer Success, and how to bring maximum...
6 Attributes That Transform a CSM from Good to GREAT!
What Makes a CSM Successful?Desired attributes for a CSM can be a subjective matter, as different Customer Success leaders emphasize varying skills in their team. Domain and product specificity can also have a large influence on necessary traits. For this reason, it...