Blog One-to-many customer success programs by Jay 24 January 2022 by Jay 24 January 2022 CSMs are shouldering the burden of customers one by one. And they are burning out. … 0 FacebookTwitterPinterestEmail
Blog When to introduce CSMs by Jay 23 January 2022 by Jay 23 January 2022 Introduce a CSM after implementation and customers might assume they are technical support. Here’s another … 0 FacebookTwitterPinterestEmail
Blog Go and see for yourself by Jay 22 January 2022 by Jay 22 January 2022 The best leaders know that information gets watered down as it travels upward. So they … 0 FacebookTwitterPinterestEmail
Blog Customer-centric companies by Jay 22 January 2022 by Jay 22 January 2022 It is entirely possible that a company filled with customer-centric people doesn’t feel customer-centric to … 0 FacebookTwitterPinterestEmail
Blog Customer success is consulting by Jay 21 January 2022 by Jay 21 January 2022 Is customer success part of sales or support? Neither.. CSMs have to build relationships, identify … 0 FacebookTwitterPinterestEmail
Blog Customer-centric lawyers by Jay 20 January 2022 by Jay 20 January 2022 One of the most customer-centric people in our company is Lisa Gilley. Her role? General … 0 FacebookTwitterPinterestEmail
Blog Offense not defense by Jay 20 January 2022 by Jay 20 January 2022 Customer success isn’t about reducing churn. It’s about preventing it from ever becoming a problem … 0 FacebookTwitterPinterestEmail
Blog Dangerous sales tactics by Jay 19 January 2022 by Jay 19 January 2022 Three sales practices that hurt customer success and net revenue retention: 1. Backing up the … 0 FacebookTwitterPinterestEmail
Blog Interviewing a company by Jay 18 January 2022 by Jay 18 January 2022 Behavioral interviewing is a common practice for hiring managers. It’s characterized by questions that begin … 0 FacebookTwitterPinterestEmail
Blog Scaling as a leader by Jay 17 January 2022 by Jay 17 January 2022 Here are 6 things a CS leader can do to scale their team: TL;DR1. Communicate … 0 FacebookTwitterPinterestEmail
