by Chase Tinkham | Sep 29, 2017 | Onboarding, Technology
When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for...
by Chase Tinkham | Sep 22, 2017 | Customer Success Strategy
When I was younger I booked a hotel room down in the Outer Banks of North Carolina for a long weekend. I envisioned looking out into the ocean while sipping my coffee and disconnecting for a bit. I booked a room with an ocean view and was super excited about it....
by Chase Tinkham | Sep 15, 2017 | Metrics, Team Strategy
Your customer just forwarded you an email from the marketing team offering a free demo of your solution. The problem? They’re already a customer and are on track to reaching the level of success they desired when they first came onboard with your organization....
by Chase Tinkham | Sep 8, 2017 | Churn, Retention
Ever broken up with a significant other? Can be rough. Having a customer tell you that they’ll be doing business elsewhere can feel similar as dedicated Customer Success professionals. You’ve worked hard for your customer, done your best to help them meet...
by Chase Tinkham | Sep 1, 2017 | Churn
As a Customer Success Management professional, having a customer tell you that they’ll no long be working with you, your company, or using your service can be heart wrenching. You had a decent relationship, things seemed to be going OK – even great, and...
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