Continuing Pervasive Culture In the first part of this post, I discussed the need to create a pervasive culture of Customer Success across an organization, and why the current approach to Customer Success is reactive, and ultimately, doomed to failure. Now, let’s...
Short vs. Long-Term Changes Most New Year’s resolutions last for about two or three months. In comparison, a lifestyle modification brings about an enduring change in the way you live on a day to day basis. Most companies start Customer Success as a reaction to...
Product & Sales Last week, I discussed my experience with establishing cross-functional partnerships between Customer Success and Sales and Product. In this post, I will continue to explore how to collaborate with the Finance team in depth, the CFO, and the...
How CS Fits In Customer Success teams are rapidly becoming a standard sector in the ecosystem of any company, and as much a part of the backbone of an organization as departments like Sales or Engineering. However, how does Customer Success fit into the scope of...
What Makes a CSM Successful? Desired attributes for a CSM can be a subjective matter, as different Customer Success leaders emphasize varying skills in their team. Domain and product specificity can also have a large influence on necessary traits. For this reason, it...
