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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...

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From a Customer Success perspective, this is the wrong question to ask. You must “focus” on all customers since proper Customer Onboarding is critical for all customers to achieve their Desired...

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The age-old issue of Customer Success and Sales alignment, only this time focused on segmentation. This is my attempt to definitively address this eternal quandary. For context, on Friday, May 19, 2017,...

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Proper Customer Onboarding isn’t done to prevent churn; it’s done to ensure the customer achieves their Desired Outcome. Retention comes from that. But what is “proper” customer...

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The traditional Customer Success method of simply looking at what a customer pays us and giving them a particular level of ‘touch’ is old and outdated. It’s time to logically segment...