I recently had a great conversation with a start up that was researching the strategy of launching a Customer Success team. He inquired about the top things that he should focus on for his company. Of course, Customer Success models will differ depending upon the type of product sold, the industry served, and even the […]
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Your company is making a huge decision! It’s time to bring in a Customer Success Leader to ramp up your efforts and align for success. Which poses a great question: How do you choose a Customer Success Leader? I have been seeing some innovative companies that hire Customer Success early and often, but that’s still the exception. […]
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I had a long conversation with my CEO last night around executive-level commitment to a Chief/VP’s access to budget for staffing, tooling, and various resources needed to make a new Customer Success team truly successful. I found myself channeling Jerry Maguire. No, I didn’t just yell, “Show me the money!” but instead had the type […]
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A Customer Success Manager has many weapons in her arsenal but one of the most effective tools is communication. In this post, we’ll talk about why communication is so critical, as well as some actionable tips for how to communicate effectively. You might be thinking, “I communicate great! Why is it so crucial for Customer […]
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Congratulations. Your organization finally understands the value of a Customer Success team, and now you’re in charge of setting it up. Just one problem: there’s no plug-and-play formula on how to best structure your Customer Success team. Don’t worry, the truth is that there’s no one “right” structure for a CSM organization. Your team’s structure […]
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In a previous blog article, I discussed ways to create an escalated accounts process and a virtual team to support it. Now that you have everything in place, you likely have some accounts that have already been escalated…now what?
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No matter how proactive we are there are always cases where we need to put on our firefighter gear and manage accounts that have been escalated. Escalation management can be a stressful task, but having a formal process in place will help you and your company to manage escalations as painlessly and effectively as possible.
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