The Goldilocks Principle in Customer Success
Not too hard, not too soft, Customer Success skills need to be “just right.” Or do they? Spun from the beloved children’s fairytale about a home invasion conducted by an unsupervised, malnourished child (thanks, Reddit), the Goldilocks principle states that something must fall within certain margins, as opposed to reaching extremes. It’s used in a …
Thousands of “knowledge companies,” including ours, are supporting a temporary 100% work-from-home (WFH) workforce during the coronavirus (COVID-19) crisis. This precautionary move is inadvertently serving as a remote-work pilot test for onsite employees. The eventual return to the office will reinstitute the traditional in-person interaction, high-bandwidth conversations, and workday normalcy.  But employees will miss the …
Quarterly Business Review
Convening in a meeting room chock-full of Customer Success Managers, we pondered the purpose of the arguably antiquated QBR. “Customers complain they take too long.” “The industry feels like they have to conduct QBRs.” “Once QBRs become a metric, they become less meaningful.” “Sometimes, having four QBRs a year for a customer IS too much.” …
customer churn
This is a guest post by Jay Nathan, Founder & Managing Partner at Customer Imperative. Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in …
The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. Afterall, an “obsessive compulsive focus on the customer” is the number-one thing Amazon’s Jeff Bezos attributes to the company’s monstrous success and near trillion-dollar valuation. So, it’s easy to see how a fixation on the customer can overshadow the very …
For those in Customer Success, it can sometimes seem that your schedule is constantly being taken up by back-to-back customer meetings (which might really be the case), but it’s important to take the time and come up for air…and sometimes the best way to do that is to get out of the office I’m not …
Customer Success as a Service
Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. …
5 signs need to revamp onboarding
Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure.   Before we jump into the five signs that you might need to revamp …
customer rapport
Every six months I begrudgingly visit the dentist. I sit under the florescent lights in the waiting room ruminating about my neglected resolution to floss each night and the impending pain I will soon endure. And although we only see each other twice a year, through the poking and prodding, my dentist peppers me with …
SaaS
Did you know the iconic Sweethearts candies started out as lozenges? This may not sound like a far stretch for a candy that’s notoriously likened to Tums. (Nothing says “Kiss Me” like the taste of a chewable antacid, am I right?) Undergoing a bankruptcy-induced hiatus last Valentine’s Day (which strikingly, and rather strangely, garnered public …
Chief Customer Officers USA
ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA. It was a two-day event in Atlanta, where attendees got to hear perspectives from leading Chief Customer Officers on how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and …
Emerging Jobs - Customer Success
Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. Will this role have high growth potential? Do companies see the value of my department? Is my experience going to be relevant in the years to come? These are the questions that can onset an existential career crisis. So, what’s the job …
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