Welcome and thanks for reading our Friday Round Up. Check back each week to read our responses to customer success questions. Have a question about customer success that you would like answered? Tweet us your question @bolstrallc and include #TalkwithTim.
There are already good answers here for the “What”, and along those lines, I’d like to reference TSIA (), Lincoln Murphy ( , and our own ebook ( )
Then there is the “Why” – While the “why” would appear on the surface to be obvious, it’s not uncommon to for companies to continue to fight for full executive buy-in to a real Customer Success program. Often, it’s a simple check the box, to do the minimum with the people they have. More simply, have you convinced your leadership and your CEO that this is important? If not, you’ll need to start here.
I complimentfor his answer and very much agree with focusing on the needs of the end user. Bridging the gap between the needs of end users and the outcome needs of the buyer (if different) can be a challenging situation to be in as a vendor. Iterating through a series of smalls wins can be good strategy to navigate a situation that may not be clear cut. Our ebook provides a complete answer and we take the time to define customer engagement in its entirety which is difficult to find for B2B. Here is a brief excerpt from our ebook that defines Customer Engagement and how we view it with our customers: