by Vincent Manlapaz | Sep 22, 2020 | Customer Success
The core value of a successful partnership At the very core, Customer Success means that buyers are receiving the value in the form of the solution (products and services) they have purchased. It means simple and obvious: the products and services that make up the...
by Vincent Manlapaz | Sep 15, 2020 | Customer Success
Measuring Customer Success I had an engaging conversation with Jerry. We both agreed that customer success does not end and begin with CSMs alone. Instead, it is a collective and shared responsibility of everyone (in the organization). Jerry pointed out that before...
by Vincent Manlapaz | Sep 8, 2020 | Customer Success
Background and Career Alan has spent most of his career in consulting, outsourcing, and managing SaaS companies, particularly in the enterprise (B2B) applications. I asked Alan about his thoughts on CS. He said customer success (CS) is about customer satisfaction,...
by Vincent Manlapaz | Sep 1, 2020 | Customer Success
Imperative function Now that the customer journey is more digital than face-to-face, much of the online experience rests in the hands of customers. With these dynamic changes, CX is a necessary evolution and should be part of the organization’s top strategic objective...
by Vincent Manlapaz | Aug 25, 2020 | Customer Success
How did you get started in Customer Success? I got started roughly 10ish years ago helping call centers create programs to retain and develop their employees. Over time as more and more companies began entering the SaaS space we pivoted to helping SaaS SMB...
