Agile Customer Success

/Agile Customer Success

Agile Scrumban: The Best Approach for Customer Success

By | 2019-08-14T20:57:13-04:00 August 14th, 2019|Agile Customer Success, Customer Success|

Incorporating the best of Agile for Customer Retention The self-managed, customer-focused nature of the Agile methodology is fast becoming the go-to approach for managing projects and accounts across industries and functions. The Scrum framework and Kanban system, which are associated with Agile, are particularly beneficial in managing the work involved in customer retention. Consider Agile Scrumban as the ideal solution for doing and managing the multifaceted and collaborative work of Customer Success. Profound knowledge and [...]

Forecasting

By | 2019-06-26T11:34:26-04:00 June 26th, 2019|Agile Customer Success|

WHY IS Forecasting IMPORTANT? Accurate forecasting is vital in a recurring revenue business because it informs budgeting, staffing, strategy, and even roadmapping. Relying upon your gut or incomplete or faulty data to forecast revenue can result in disconnections in priorities and performance (which can have adverse effects upon customer experiences). In turn, poor forecasting, can ultimately result in increased attrition and diminished returns. WHO NEEDS TO KNOW HOW TO Forecast? Customer Success leaders (Directors, VPs, [...]

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Conflict Resolution in Customer Success Management

By | 2019-05-09T21:41:30-04:00 April 19th, 2019|Agile Customer Success, Customer Success|

WHY IS Conflict Resolution IMPORTANT? Customer Success is built on a balanced relationship of “value given” and “value received.” When this balance is disrupted, real conflicts can occur, or potential conflicts can be perceived. While it’s ideal to preserve the balance and avoid conflict, it’s highly likely that there will be times within your relationship with your customer that harmony is elusive, and something must be done to restore the equilibrium of the relationship. It [...]

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Quarterly Business Reviews for Customer Success

By | 2019-05-09T21:41:31-04:00 April 4th, 2019|Agile Customer Success|

Quarterly Business Reviews WHY ARE Business Reviews IMPORTANT? There are basically two types of periodic customer reviews: Retrospectives and Business Reviews (also known as Quarterly Business Reviews, or QBRs). Retrospectives are typically conducted with admins and users and are very tactical. Business Reviews, on the other hand, are strategic meetings with executives designed to deepen the relationship and enhance the value ‘of’ and ‘for’ the customer. There are three primary reasons for conducting Quarterly Business [...]

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Agile Adoption: “Dating”

By | 2019-05-09T21:41:32-04:00 November 11th, 2018|Agile Customer Success, Customer Success, Customer Success Best Practices|

How to Use Agile Customer Success Management to Increase Adoption In our previous blog, Implementing Agile Customer Success Management we shared some best practices for incorporating agile techniques during the first stage (Land) of a post-sale customer relationship. This blog post covers how to continue using agile methodologies as your customers grow more loyal and continue to adopt your solution. Agile methodologies work for Customer Success Management because of the iterative and cyclical nature of [...]

Landing Agile Customer Success

By | 2019-05-09T21:42:20-04:00 October 10th, 2018|Agile Customer Success, Customer Success|

Incorporating an Agile Customer Success Process Begins in the Land Stage Agile Customer Success is the ideal model for incorporating the basic tenets of Agile management into Customer Success Management.  Some of the core tenets are: Attain customer satisfaction through continuous delivery. Don’t be afraid to make changes. Cross-functional collaboration is key. Agile processes promote sustainability. Simplicity is essential. Inspect and Adapt. The Virtuous Cycle As B2B SaaS companies seek to operationalize their Customer Success process, [...]