Addressing Complexity In Customer Success

Here’s a short list of things that make customer success complex, interesting and hard to get exactly right. Each customer is different and usually wants different results. Each customer usually has multiple stakeholders, each with their own priorities. Getting...

Imagine Your Perfect CS World

Imagine a world in which your company’s approach to customer success was exactly as you wanted it to be. Get that picture clear in your mind. Now ask yourself what can I do today to move us closer to that world? What can I do tomorrow? Who do I need to...

The Art Of Understanding

George Bernard Shaw once said: “The single biggest problem with communication is the illusion that it has taken place.” Or put another way, seeing something from your customer’s point of view is not the same as seeing it from your point of view. At the start of any...

Segmentation For Customer Success

Almost every discussion of segmenting customers for customer success includes the ‘position’ of the author. “ARR is absolutely the wrong way to do it.” “To be truly customer centric we must segment by need.” “Industry vertical expertise is a must have.” Every one of...

Understanding The Power Of Outcomes In Customer Success

Blog Customer success professionals all know that delivering business outcomes for customers is critical. I’d wager at least 90% of the CSMs who read that sentence would agree. If we dig below the surface what does it actually mean to say that outcomes are critical...
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