I spend a lot of time on Sundays thinking and daydreaming. It's the only day that isn't already claimed for other tasks. Today I was thinking about what it is Customer Success really provides to our customers. The answer is Business Transformation.
While there are many books and blog posts about What is Customer Success? and How to build a Customer Success program? there isn't much in terms of bootstrapping tools and reporting. This post provides a tutorial on how I created a solidly functional solution for tracking CSM activities using Google Sheet's built-in tools. Read More
One of the most strategic things you can do to increase the effectiveness of your Customer Success team is to shift their efforts from reactive to proactive. But how do you do this? The Hurtlocker Ratio is good way to start. Read More
The fundamental purpose of business is to solve a problem in exchange for money. Distill any business model to its most fundamental concept it's about people paying you money to solve a problem. But how does your company's culture view internal problems? Knowing that can help you predict your future happiness and success at your current, or future employer. Read More
Customer Success is an economy of communication, but in a world where connecting with people is paradoxically easy and difficult at the same time, how much emphasis should partners and vendors place on the currency of communication? Read More