by Tom Lipscomb | Aug 19, 2019 | Customer Success
If you’re a Customer Success leader, Customer Lifetime Value (LTV) is one of the most important metrics for you to understand. With that said, there are some pretty “creative” ways that people define it, which for something this important, probably isn’t a good thing....
by Tom Lipscomb | Aug 6, 2019 | Customer Success
The Debate There are a lot of perspectives on what Customer Success is and when it began. As for when some people say that what we call Customer Success today has been around for decades. Others say that it was 15 years ago at Siebel, or at Vantage 20 years ago. So...
by Tom Lipscomb | Oct 30, 2018 | Customer Success
“Strategy Without Tactics is the Slowest Route to Victory… Tactics Without Strategy is the Noise Before Defeat.” – Sun Tzu Achieving the Ultimate LTV Review & Gain Consensus – What Are the Numbers Today: (Gross, Net, etc…) Define how they...
by Tom Lipscomb | Mar 30, 2018 | Customer Success
Only the Paranoid Survive In 1997, Andy Grove was Time Magazine’s “Man of the Year”. They called him, “The person most responsible for the amazing growth of semiconductors”. Why the accolade? In their first year, Intel’s revenue was $2,672. When Grove retired in...
by Tom Lipscomb | Mar 6, 2018 | Customer Success
Ongoing Debate There is a debate that goes on between Customer Success professionals about whether or not CSMs should sell. The argument against it often goes something like this: The CSM is a ‘trusted advisor’ and as such their role is one of service, not selling,...
