Why Customer Success Practices Fail. And 5 Things You Can Do About It.

bananaWhen it comes to setting up a Customer Success practice, any organization will face no shortage of complex stumbling blocks, from establishing an effective framework, to identifying the right people, processes and tools to provide a strong foundation. However, where many organizations hit a wall is not so much in the early planning stages, but...

6 Mistakes That Can Sabotage The Success Of Your Customer

AAEAAQAAAAAAAApcAAAAJGFmN2JiZDQwLTljOGYtNDlmZS1hZDdjLWE4MTFmZWM2MGNhOQLet’s face it, if you’re connected with your customer, understanding their business, focused on adoption and participating in activities gaining business outcomes, then you are on point and nailing it! However, it turns out that there are a few simple things that might be hindering that performance and stopping that return on investment or even...

Customer Success: Where Technology meets Psychology

customer success“Tennis is about problem solving, and you can’t solve a problem unless you have the ability or the empathy to perceive all that’s around you”. This is a quote from Andre Agassi that I saw in an inspiring YouTube video. Andre explains how he obsessively observed video footage of his arch rival Boris Becker to...

Case Study: Cisco Partner, Burwood Group, Unlocks the Key to Customer Loyalty

key to customer loyaltyChallenge A Digital Revolution is Re-shaping the Market The Global Center for Digital business transformation has said that 4 of the top 10 incumbents in the markets surveyed will be displaced in the next five years. In our recent webinar, Chad Frisque, Business Development Manager at Cisco partner, Burwood Group, weighed in on the digital...

Determining the Right Digital Engagement Strategy for Your Organization

blog_digital strategyBoth Gartner and Forrester predict that by 2020, 80% of the buying process is expected to occur without any direct human-to-human interaction. Digitization and the resulting transformation in the marketplace today have made it more important than ever that companies reevaluate their digital engagement strategy and optimize the way they reach each customer. Watch the...

Why Customer Success is like Online Dating

onlinedatingcustomersuccessAn odd comparison to make I grant you that, but when you start to look at it more closely, how different is Customer Success to online dating? I guess that depends on your perspective and real world experiences. For me, I have experienced both – being a Customer Success Manager and having used online dating,...

“Get Out if You Can!” My Customer Success Journey

train8 months ago, I was beginning to wonder if my leap of faith into the world of Customer Success was a mistake. “The latest fad!” many replied when I explained that I was here to help create or develop their own Customer Success capabilities. “A weak concept.” “Posh customer support.” “Not tangible.” “Professional Services covers...

[Infographic] How Your Peers are Coping with Customer Success Management

infographic_blog-imgWhile the Customer Success Talk webinar series was created to share strategy and tools, it has also served as a venue to engage in a dialogue with our partners to better understand how they are progressing on their own CSM journey. Across 15 webinars, and interactions with 4,000-plus attendees in 2016, we gained valuable insights...

How You Can Drive More Repeatable and Predictable Revenue in 2017

predictable revenueI’ve been putting my Amazon Echo through its paces lately. Its voice recognition service, Alexa, and I have established a pretty close relationship: “Alexa, call Uber”, “Alexa, buy How Far Can You Go? by John Maclean”, “Alexa, it’s a little chilly, raise the temperature to 70 degrees.” You get the idea. But while this Jetsons-like...

Why Customer Success is about Adoption not Addiction

blog_customer-success-vs-addictionWe all know the facts about loyalty. It’s easier to sell to an existing customer. Loyal customers are more likely to actively buy more from you or recommend you to other potential prospects. Sometimes customers who you may think of as being loyal may actually have been in an unhealthy, addictive relationship, rather than in...