by Andy Rudin | May 14, 2019 | Customer Success
Expecting Perfection Despite rigorous measurements and sentiment analysis, the number of bad customer experiences that occur every second isn’t known. How many living trees currently populate our planet? We should know these things. For now, I’ll speculate that they...
by Emily Drenis | May 7, 2019 | Customer Success
Listening Intently to Customers To paraphrase advertising legend David Ogilvy, the customer is not an idiot; he or she is your spouse. This means you should listen to — and understand — what your customers have to say. And more importantly, you have to act on it....
by Shreesha Ramdas | Apr 30, 2019 | Customer Success
Handling Data the Right Way Companies generate large volumes of customer data on a daily basis. This highly unstructured data can be transformed into actionable insights, provided you know how to clean it, and use the appropriate tools to organize and analyze it. Data...
by Kim Oslob | Apr 23, 2019 | Customer Success
Aligning with Support and Engineering Last week, we discussed the importance of aligning Customer Success with different departments of the organization and the impact of internal relationships on external ones with customers. In this context, we delved into the dire...
by Kim Oslob | Apr 16, 2019 | Customer Success
The Idea Behind Building Relationships Building strong interdepartmental relations is just as important as building long lasting relationships with customers. Almost all customer-centric companies have customer retention and customer happiness as their primary...
by Garrett Reynolds | Apr 9, 2019 | Customer Success
Where Should Customer Success Reside? The concept of Customer Success has really taken off over the last 5-7 years and has become a core business function for many companies. The emergence of subscription based products was an evolution-forcing event, which...
