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Posts Tagged ‘customer success’
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-- Article --Do you have Customer Success focused on the right things?
The current mantra: “Customers churn when they don’t see the value. CS is all about ensuring the customer sees value.” But CSMs must refocus to add real value. [Note: This…MORE >
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-- Article --Short Video: What is a Customer Engagement / VoC program and how does it drive retention and expansion?
I was pleased to be interviewed by Colin Brogan, CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted…MORE >
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-- Article --Nailing the Handoff: Part One – Onboarding
[This week’s post provided with our thanks by Paul Piazza, head of global Customer Success and Support for Reciprocity Labs, providers of ZenGRC. Thank you Paul, for documenting this excellent…MORE >
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-- Article --Here’s How To Know If Your Account Teams Are Truly Focused on Retention
NOTE: Last week’s blog, Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win, was so well received that I decided to elaborate this week. Stop the “Check-InSanity” and truly focus…MORE >
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-- Article --The Importance of Collecting NPS and Gathering Feedback for the Product Team
Written by Mark Pecoraro Product teams have many different ways to get input on product direction: strategic direction set by the Board/CEO, sales requirements (that next BIG deal), market…MORE >
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-- Article --Aligning Customer Success With Customer Experience Company-Wide
On June 19th, 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. Our own Steve Bernstein was joined by Paul…MORE >
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-- Article --What to do when you spend all your time on Customer Success, yet you don’t have time for Customer Success
When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig…MORE >
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-- Article --Medallia Experience 2018 Recap
From May 14th – 17th, Medallia set up shop in Long Beach, California to put on their annual conference, Experience. For four days, the biggest brands, the brightest minds, and…MORE >
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Q: What do The Matrix, Princess Bride, Elephants, and Snakes have to do with Customer Success?
A: They all articulate the challenge of Business-to-Business work. Let me explain… You keep using that word… I do not think it means what you think it means. There is…MORE >
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-- Article --Advocamp: Top 3 Customer Advocacy Tactics for 2018
Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand…MORE >
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-- Article --Hope is Not a Strategy for Onboarding Customers
I recently had lunch with my friend and colleague Roderick Jefferson. Roderick is a nationally recognized educational and motivational speaker and is also an acknowledged thought leader in the sales…MORE >
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-- Article --The Secret to Easy B2B Retention & Expansion = Relationships. Here’s how.
Loyalty nowadays seems to be the stuff of coffee shop stamp-cards in wallets, dogeared and half stamped. Loyalty is crucial for B2B businesses as well, but far more challenging to…MORE >