One of the most interesting issues in customer success today is to how to make your clients successful not only functionally, but emotionally.
Last week, we published a report on the status of customer success teams and learned that many feel their normal state is similar to drinking through a fire hose. We've pulled out a few interesting statistics in an infographic below and asked our own Chief Customer Officer, Mike Saldi, what they mean – and why he thinks the only surprising thing about the number of teams firefighting is the fact that it's not higher.
Being a toddler profession, customer success grows out of its clothing fast. To keep a pulse on its current state, Preact and Service Excellence Partners conducted a survey.
Get your fresh, hot Customer Success Plan Template! A customer success strategy is only as good as your ability to implement it. That's where this customer success plan comes in. 14 slides in all, this easily customized PowerPoint template provides you with a framework for getting your CSM team focused and moving in the right direction.
A few years ago, Howard Schultz, the CEO of Starbucks, and Jack Dorsey, the founder of Square, had a vision for changing the interaction between cashier and customer inside stores.
We recently wrote about high-level concepts that are great to know if you want to conduct an effective quarterly business review.
Most relationships grow through consistent, candid communication. That makes the quarterly business review – a customer meeting in which you go over your wins and losses in the last quarter, as well as the strategy for the next three months – a skill worth mastering.
One basic rule of being a journalist is to avoid conflicts of interest.