Oct
08
Board meetings can be scary and stressful. And your company’s relationship with your board may be very different from mine. In other words, take any, or all, of the suggestions in this post with a grain of salt or at least filter them through what you know about your board....
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Oct
03
Technology is truly amazing, isn’t it? Saving lives, saving time, saving the world.… or so we would believe if we listened to every claim. Choosing the right solution is hard enough, but measuring the efficacy of a solution before you buy is equally challenging. In the world of Customer Success...
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Oct
01
The most common question I get from fellow CEOs, beyond why I own so much Pittsburgh Steelers-related paraphernalia, is how to structure Customer Success organizationally. Should it report to Sales? Should it report to Services? Can't everyone just hold hands and drive Customer Success together? Dan Steinman, Chief Customer Officer...
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Sep
18
I’ve learned over the years that there are two ways to make an impact with a presentation (or a blog). One is to teach your audience something they did not already know. The other is to reinforce truths that they are already aware of but perhaps haven’t articulated quite the...
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Sep
12
It’s no secret that incentives or compensation plans can be a powerful tool for driving desired behavior. This concept is not new – it dates as far back as the Roman Empire, where Julius Caesar developed an incentive plan for his centurions. Dan’s latest post on Executive Compensation in a Customer-Driven...
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Sep
10
My last blog post was about building a Customer Success culture throughout your entire company. Today’s subject was touched on in that post and is closely tied to the overall culture because the culture of a company is set and driven by the leadership. So, what incents and motivates the...
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Sep
04
There is little to argue with in Dan’s post. It’s all sage advice. I’d like to expand on a couple of the points that I think are most important. I’ve been running Customer Success at Zuora for about 2 ½ years. We are a B2B SaaS company providing a commerce, billing and...
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Sep
03
I recently wrote an article for DM News about building a Customer Success practice. You can read it here. Step 1 in that process was “Create and enforce a customer-focused philosophy for the whole company.” It’s step 1 because it’s the foundation for everything you do to build a true Customer...
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Aug
29
“Customer Success” is growing. And not only in buzz. I see companies investing and building these teams at a fast clip. When done right, this trend represents a fantastic opportunity for companies to accelerate profitable growth. But doing it right requires joining two different disciplines that many companies often overlook....
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Aug
27
There are a number of ways that software vendors are approaching the space commonly known as Customer Success Management. Each approach will potentially mesh differently with a Voice of Customer solution. 1. Focusing exclusively on product usage data One of the approaches to Customer Success Management is to focus almost exclusively...
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