Create culture, Deliver success, Express you!
Expressing who you are individually and expressing who ‘we’ are as a team is the maker of culture. Read more for thoughts, inspiration, lessons learnt and tips-n-tricks. Enjoy!
Tell me more
When you understand the context you get to see things from the customer perspective. Don't skip the context question.
Guardians of the Revenue
When your customers are cutting their budgets, especially in a #b2b or #c2c space, your sales team climbs a steeper hill than before. New sales will slow. Customer Success peeps become your heroes. Their job is to keep your customer so successful (read: realizing tangible progress towards what 𝘵𝘩𝘦𝘺 would call success) that they would not even consider scaling back or quitting.
A matter of loyalty!
The question isn’t why a customer would churn, it is why they’d think about it in the first place. We MUST be loyal to our clients, not just expect the reverse.
The great shortcut to Customer Success
It literally creates the success of your customer for your Customer Success team!
Obsession !
Every once in a while I see someone stating with total clarity a simple yet powerful truth, that's rarely a secret but often forgotten. A truth worth repeating, amplifying, and meme-fying.
Predictions for the 2020’s
These 20 #CustomerSuccess prediction by ChurnZero put a clear spot light on the strategic nature of Customer Success. Just look at the headlines of these 20 predictions and connect the dots…
Clarity about your values will save you these headaches
You'd better be transparent about what the company's #Values mean to the prospective client so that you don't end up with a relationship and #CustomerSuccess nightmare!
Customer Success is a Team Challenge
In a team, no one can do everything on their own, yet everyone can cause the entire team to fail.
Customer Success pros are EXPERTLY INTENTIONAL.
As in any relationship that you care about, a customer success professional takes the time, effort and the initiative to understand the customer's goals, motives and values. What are the customer goals? What needs to happen for the customer to consider their purchase and implementation a success?
You need BOTH Customer Experience and Customer Success
Companies often mix up Customer Experience with Customer Success. You need BOTH, but they are radically different!
Customer Success - What for?
As Mario pointed out succinctly, the CS team isn't about doing the tech work, it isn't about growing sales, and it is definitely not about making the client happy about anything else other than this one thing…
Employee Experience is the Driver of Customer Experience
Happy employees create a great experience that customers enjoy. The way this gets driven is by creating an intentional culture. How? By reaching consensus about ways to express the team’s shared values and being consistent about it.
Is your Customer Success truly customer-centric?
Most CEOs would acknowledge that Customer Success has become a requirement to anyone in the services business, most of all to cloud-based software providers, a.k.a. SaaS companies. But not everyone knows how to implement it.
Market Expansion Starts with Values
You want to grow, help more people, make more impact, and certainly, make more money. In short, expand in your market.
Executives I work with often want to start it all with a plan to increase revenues, decrease expenses and become more efficient. Just like back in the old business school days.
STOP! It is the wrong place to start!
Implementing in your company?
Let’s talk and see how I can help make your culture customer-centric.