customer lifecycle

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A Mantra-a-Day for Customer Success Managers

5 things a CSM can say to themselves to keep them focused and motivated A mantra is one of those things you say to yourself to keep you focused in meditation. In Customer Success things can get pretty stressful, making it easy to lose focus. A CSM typically has multiple balls in the air and can easily become overwhelmed and distracted, so we thought it might be helpful to have a few mantras a CSM [...]

By | 2018-03-12T19:01:24+00:00 April 19th, 2017|Customer Success Manager|0 Comments

"Landing" Agile Customer Success

Agile Customer Success is the Bolstra model for incorporating the basic tenets of Agile management into a Customer Success framework. It is both iterative and cyclical, and can be used at each stage of the customer lifecycle. The key concepts of Agile CS are reflective of its origins in software development: The goals and strategic vision are similarly the starting point of the Agile Customer Success model. In consultation with (scrumming, if you will) the [...]

By | 2018-03-20T00:42:45+00:00 March 1st, 2017|Land|0 Comments

“Landing” Agile Customer Success

Agile Customer Success is the Bolstra model for incorporating the basic tenets of Agile management into a Customer Success framework. It is both iterative and cyclical, and can be used at each stage of the customer lifecycle. The key concepts of Agile CS are reflective of its origins in software development: The goals and strategic vision are similarly the starting point of the Agile Customer Success model. In consultation with (scrumming, if you will) the [...]

By | 2018-03-12T19:02:43+00:00 March 1st, 2017|Agile Customer Success, Customer Success|0 Comments

Customer Lifecycle Modelling: Minding the Gap

In biology, lifecycle refers to the series of stages through which a living thing passes during its lifetime. For a frog, this lifecycle includes larvae, tadpole, froglet and finally an adult (amphibious) frog. A frog cannot become a frog without first having been a tadpole. In sales and delivery, the lifecycle for a customer involves presales, onboarding, launch, engagement, measurement (insights), and growth (or some version of these stages). As with the adult frog, a [...]

By | 2017-04-18T18:43:16+00:00 November 2nd, 2016|Customer Lifecycle|0 Comments