In the summer of 2002, my family packed up a large moving van and moved from the (then) small town of Lehi, Utah to McKinney, Texas. I was 9 years old at the time and excited to move to such a big state I had heard so much about.
About a month later, I started 4th grade. For anyone who is not aware, public education in Texas is very different from public education in Utah. Scan trons, accelerated reading, weekly tests, and the fact that we had a math quiz the first week of school were all foreign things to…
I grew up watching the Karate Kid. One of my favorite movies. In this movie, the main character, Daniel, immediately becomes enemies with Johnny after a misunderstanding and scuffle on the beach. This rivalry continues until the end of the movie where they face-off in the final championship match. Over 30 years later, they are reunited in the new Netflix series, Cobra Kai.
The rivalry is far from over.
After a new series of misunderstandings, poor communication, and actions based on preconceived notions, Daniel and Johnny find themselves competing, once again, in the ring. This time as rival coaches.
We are living in the subscription economy. Or as I like to call it, the Customer Economy!
The ability to provide a great customer experience while delivering desired outcomes is the very essence of Customer Success. It’s also the foundation of every business that is striving to stay ahead in the Customer Economy.
As Dana Niv, Strategic Customer Success Manager at WalkMe says, “Today’s B2B customers feel empowered. They demand a whole new level of customer focus, expecting companies to know them personally, recognize their challenges, and cater to their needs.”
In other words, your customers know they have the…
“Happy New Year” will take on a whole new meaning when we ring in 2021.
If this blog withstands the test of time and someone is reading this who hasn’t heard about 2020, go ask your grandparents to tell you the stories.
2020 has been a ride. And not one of those fun rides you go on at Disneyland or Six Flags. It’s been more like the rickety, rusty rides you see at a local carnival that are assembled by a hungover 20-something with weed in his back pocket.
So while it’s been one of the hardest years many of…
Have you ever had to sit through a presentation when the presenter was basically telling you how amazing they are?
If you answered “Yes” to that, you’ve either sat through a Tony Robbins seminar or a crappy Executive Business Review.
In the Customer Success world, an Executive Business Review can take on a few different titles. The two most common being EBR and QBR (Quarterly Business Review). No matter how often it occurs, it’s the perfect opportunity for you to meet with executives and have a dialogue with them about their progress and experience with your product or service. …
This is a bit different than my usual posts.
Part of what I hope to accomplish with this site helps as many people as I can break into CS and make an impact.
I know you have probably heard this a couple of hundred times, but it all starts with who you know.
The best part about the Customer Success community is that we all make it very easy to “know” the right people. We’re all people-people (is that the correct grammar??) We love talking with each other and we build one another up. …
This is a piggy-back off my previous blog post Customer Success vs Customer Experience. I recommend reading that before diving into this post.
Personally, I live life by very few rules. One of these rules, thanks to my favorite TV character, Barney Stinson, is to be “Legen … wait for it … DARY!”
Be Legendary.
To be legendary is to make a lasting impact on those you come in contact with. To be legendary is to not do anything half way but to fully commit to your dreams, goals, and ambitions.
Now to tie that into the point of this…
The customer may not always be ‘right’ but they are always the most important.
It’s easy to say that the customer is important to your organization. There are many companies that say that but, let’s be honest, we all know a few that could use a little help with that statement.
One of the most important ways a company can demonstrate their desire to put their customers first is to implement a customer-feedback program.
Otherwise known as Voice of the Customer (VoC).
Voice of the Customer (VoC) is a strategy that, if implemented, can be the ultimate customer feedback program…
The Customer Journey. Like Americans and budgets, most business owners know they need one but few actually create one and implement it.
*Dave Ramsey has entered the chat*
The Customer Journey has evolved in recent years. Back in the day it mainly consisted of getting the customer interested in your product and selling it to them. Now, it involves all internal departments working together from the time your customer first hears about your product all the way through to when they are a happy and productive customer.
This can only be accomplished through consistent collaboration between sales, marketing, CS, support…
It’s no question that demand generation falls under the responsibility of marketing. As opposed to lead generation, generating demand for your product or service is an ongoing process.
The work isn’t done when a new client signs on with you.
Megan Bowen is the Chief Customer Officer at Refine Labs and one of the co-hosts in the State of Demand Gen Podcast. In their episode entitled “Creating Demand with Momentum,” she listed off three things every CSM should be doing for their clients.
- Helping their clients have a great experience using their product or service
- Helping their clients achieve their…
