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Sales is part of Customer Success. Like it or not. No, I don’t mean the Sales organization should report to the Customer Success Management org. I mean that Customer Success as an Operating Philosophy,...

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Customer Success is when your customers achieve their Desired Outcome through their interactions with your company. As I’ve said before, Customer Success as a concept is very simple. Don’t...

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As you can probably imagine, I’m asked all the time what the best Customer Success KPIs are. What metrics should you use to know if your Customer Success initiative is working. Here’s the deal....

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Customer Success is a very simple concept that you’ll really want to overthink. Resist the urge. The beauty of this concept is in its simplicity. Implementation is another story, though. But the...

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When it comes to Customer Success, I’ve seen a lot of things. I’ve seen what works (and what works REALLY works… it’s amazing). Unfortunately, I’ve also seen what doesn’t...

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2017 felt like a fight. I felt I was battling more and more misconceptions when it came to Customer Success than the fewer that I expected. I assumed as Customer Success became more well-received, moved...

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I work with companies around the world as a Customer Success consultant, I speak at events, and I do workshops. I’m constantly teaching others about Customer Success. And even more, I’m constantly...

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Carefully. One of the biggest drains on Customer Success Management resources is customers that have not had their expectations properly managed and having to work around that. Avoid that where you can...

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One of the great Customer Success questions – regardless of how many answers are given or by whom – that refuses to ever actually be answered is who should handle upsells… sales or Customer...