Thoughts & Ideas on Voice of the Customer programs
I had the opportunity to sit own with Andrew Marks from Success Hacker to talk all things Voice of the Customer (VoC). In this video we discuss innovative ideas to grow, expand, and gain more value from your VoC program. Enjoy!
Read MoreIs there such a thing as TOO MUCH CX? Part 2
In late December I wrote about my initial customer experience with Walt Disney World and questioned if there was such a thing as too much customer experience. Now that my husband has arrived home from deployment and we’ve gone on our first family vacation to the happiest place on earth I’ve arrived at an answer […]
Read MoreWhat’s Next for Customer Success? Scale!
I just love the New Year. We survived the holidays, and now we’re off to the races with a fresh start at the year. It’s also the time that we all make predictions on what the year will bring. I’d be remiss if I didn’t try my hand at it as well. So, what […]
Read MoreIs There Such a Thing as TOO MUCH CX?
An awesome customer experience is something that most companies strive for. Customer experience can make the difference between you and your closest competitor. It can win you more deals, gain you more advocates, and longer customer relationships. But when is it too much? Where’s the line between overwhelming your customers with onboarding events […]
Read MoreCustomer Journey Mapping Made Easy
Like many, I’ve spent countless hours looking for ways to improve my customer’s journey. It can be challenging to even know where to start. Rather than tackle the improvements straight away, have you defined your customer journey in the first place? Documenting the entire customer journey from beginning to end can seem a bit overwhelming […]
Read MoreWho Should Own Customer Retention?
I think we can all agree that Customer Success’ mantra is to drive customer retention. But is the Customer Success team fully equipped to own and drive customer retention? Who actually owns customer retention, anyway? My take on the answer is nobody “owns” retention. Why? Because everyone owns it. Retention depends on contributions from […]
Read MoreAdoption Marketing: It’s a Thing!
There’s always some new buzzword in the tech world. Over the past 7-10 years, Customer Success has been regarded as the new “Thing” for companies to embrace. I’m predicting that hot on the heels of the Customer Success movement will be Adoption Marketing. In fact, it’s already becoming a Thing. Here’s what it is and […]
Read MoreCustomer Success Leaders to CEOs: Show Me The Money
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 […]
Read MoreStructuring for Success
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 […]
Read MoreThe Remediation Plan: Turn Around Escalated Accounts
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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