5 easy ways to keep your customer success teams sharp

You may have heard these excuses “we’re too busy” or “we don’t have the budget for training”. When it comes to helping your customer success team members grow and build their skills, these excuses are not only foolish, they can sink your team and your company. You may be a start-up and not have the…

Top 5 Tips to Prepare for Customer Meetings

As I ‘m embarking on another trip to meet up with our customers, I wanted to pass on some tried and tested tips that you can use when meeting with your customers in person or over the phone. Let’s get something straight – these are not sales meetings. The meetings are focused on ensuring that…

8 Things Customer Success Pros Shouldn’t Do

In my previous posts, I focused on what customer success managers (CSMs) should do when working with their customers. Let’s switch it around and focus on the stuff that you should avoid. I have a number of battle scars that I’ve “earned” over the years as well as heard my share of crazy stories. Here are…

Culture Eats Strategy for Breakfast When it Comes to Customer Success

It’s happening. Your company is hitting that growth trajectory that everyone said would happen. New customers are being added daily and you’re starting to worry if you have the right plan in place to handle everything that is coming at you. Here’s something to keep in mind: culture eats strategy for breakfast. What does that…

How to Become a Social Customer Success Manager

In my last post, I coined the term “social customer success” which I define as using the power of social media to build stronger relationships with your customers for the purpose of developing customers for life and elevating your own career. This area is separate from doing support via social media. I will go into…