Defining Customer Success My recent stint has been to define Customer Experience from within a Support and Services organization at a startup. I wrote the beginnings of my discovery here. I had led Customer Success from within a Product organization in my prior life,...
From Thoughts to Action I have been ruminating about this topic a lot lately. It’s been sitting at the back of mind for a while, so the time has come to write about it! One of my friends, who is also a Customer Success lead in another company, was not considered for a...
Challenging the Status Quo In an earlier article, I promised that we would talk about Health Metrics and Health Scores. The time is finally here! In another previous post, I discussed how on-premise products typically don’t have in-built telemetry. Don’t let a cloud...
On-Premise CS Our Customer Success journey continues with this article in which I will describe some key learnings and experiences that we stumbled upon in the process of starting “Customer Success” in a large company for an on-premise technically-heavy...
The Mindset of a Product Manager What is the mindset of the Product Manager you ask? The role of a product manager is to be an advocate of the customer first and foremost and understand their roles, personas, and sentiments deeply. It is a unique position which will...
