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If you've ever used a product and said "why'd they let me do that?" - especially one where you have a direct human connection with an Account Rep or - then you've dealt with a company that is not focused on customer success. Read More

These three priorities represent the path from tactical firefighting toward proactively helping your customers achieve real success with your product.

Customer Success Priorities:

1. The Product
2. The Customer Experience
3. Assisting Customers

The Read More

Customer Success Management has a simple goal - make your customers successful so they stay longer, spend more, and tell others - but the execution required to achieve that goal is somewhat complex.

Here are the 7 Laws of Customer Success to help you get started in the right way: Read More

Customer Success is really starting to take off - and maybe even I had a little to do with that. But in this short article, I try to make the case for taking a step back from Customer Success, and Customer Success Management, to focus on what's really important... your customer's success.
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Customer Health Scoring: Misunderstandings, Myths, & Truths Customer health scoring is such a hot topic (one we’ve covered several times before), and fundamental to success in our recurring revenue and subscription world, that I thought I’d try to shine some light into the dark corners of confusion Read More

Over the years, Lincoln Murphy has come up with a list of sanity checks he goes through before sending a cold email, and he's sharing this list with us.

1. How would I react to getting this email from out of nowhere, from someone I don’t know?
2. Am I talking TO them or AT them? Read More

One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR). QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agen Read More

PulseLocal is a group of local networking communities of Customer Success leaders that meet monthly to network, share their experiences, and develop great programs and relationships to lead their world in Customer Success. PulseLocal has already “soft-launched” in 12 cities across the country and Read More

There are three common customer situations that are worth discussing and preparing your Customer Success Managers for right out of the gate, though. And if you’ve been in the Customer Success world for any amount of time, you’ll instantly resonate with these:

The Angry customer
T Read More

In the early stages of on-boarding your new customer, getting them to that “Wow!” moment — or getting quick “wins” — is great and should be your goal.

But I’ve seen some vendors take this “Wow!” moment idea the wrong way.

This short but sweet article details the right way Read More