Apr 14, 2015 By Catherine Blackmore

How Customer Success Can Improve Customer Experience

As a profession, Customer Success is getting out of firefighting mode and into a more proactive way of managing our customers. This is the moment we’ve all been waiting for. No longer is our role solely defined by customer saves and heroically preventing churn by over servicing our customers. We... Read More

Marketing

Mar 04, 2015 By Catherine Blackmore

How Customer Success Should Manage Relationships

In many ways, customer success is all about managing relationships. Why? Software is never going to be perfect. But the strong interpersonal skills of Customer Success Managers can be the glue for maintaining a healthy relationship even if the product has some rough edges. The ability to establish... Read More

Jan 15, 2015 By Catherine Blackmore

The Aha Moment for Customer Success

We know that there’s a business model revolution going on that’s transforming modern software. This transformation is leading to radical changes in how we deliver products, how we support and service our customers, and how we drive value for customers. This change has birthed the discipline of... Read More

Dec 05, 2014 By Catherine Blackmore

Supercharge Your Customer Success Team With Gamification

“You cannot bore people into buying your product; you can only interest them into buying it.” - David Ogilvy Can you, or should you, gamify your customer’s success? Whether you realize it or not, you most likely already are. At its core, gamification is more about driving engagement — whether it... Read More