customer success management

/Tag: customer success management
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Graduation

So my feeling on Graduation is that it’s less a post live meeting and more a post first value meeting.  I would typically say that we are identifying a measure of first value that we want to achieve that impacts their business in some positive way in order to graduate. I think graduation is a step that both you and your customer will know you have reached once you have worked together to create and [...]

Retrospectives

WHY ARE Retrospectives IMPORTANT? There are three primary reasons for conducting Retrospectives: allowing your customers to be heard taking steps toward cultivating long-term loyal customers agreeing upon the “sprint plan” that outlines what both sides are tasked with accomplishing ahead of the next scheduled retrospective Routine Retrospectives provide the framework for you to check in on your customer in a scheduled way to understand what’s working and what’s not. Simple agendas for Retrospectives allow you [...]

Launch

WHY IS Launch IMPORTANT? Launch is actually more a customer status than it is an event. Rather than thinking of Launch as something you do with or for your customer, consider it a state of accomplishment where you can (or should) take a breath and feel as though you and your customer are at a good place for them to take off in using your solution. WHO NEEDS TO KNOW HOW TO DO Launch? Launch [...]

By | 2018-03-12T17:52:07+00:00 December 19th, 2017|Customer Success Best Practices|0 Comments

Work Management Basics for SaaS

5 Dos and Don’ts to Support Best Customer Success Practices Lincoln Murphy defines Customer Success as “when your customers achieve their desired outcome through their interactions with your company. “ OK. That works. Then, what is Customer Success Management? Is it the measurement of how happy your customers are? Or is it knowing what your customers need at all times and being able to do what you must to help them reach their desired outcomes? [...]

By | 2018-03-12T18:44:50+00:00 July 11th, 2017|Work Management|0 Comments

Why Football is the Favorite Sport of Customer Success Managers

In a very unofficial poll (or maybe just through our Monday morning talks with Customer Success Managers we work with), we’ve come to realize that “most” Customer Success Managers are avid football fans (whether it’s professional, collegiate, or their own kids’ peewee league). Nary a Monday morning customer call  (during football season) doesn’t involve a passionate acclamation of victory, play analysis, bold assertion about bad calls, or disappointments in injuries. Our CSM customers aren’t just [...]

By | 2018-03-12T18:56:54+00:00 May 17th, 2017|Customer Success Manager|0 Comments