How do you research your customer’s industry?
14 Tenets of Customer Success Part 2 of 5
"Tenets" (or guiding principles) Four to Six of customer success are described and explained. These are "The CSM understands the customer's business", "The CSM is a researcher and an analyst" and "The CSM is a consultant and an adviser". The CSM understands the customer's business The CSM is a researcher and an analyst [...]
Customer Segments & Value Propositions
An overview of what customer segmentation and value propositions are, and a discussion on how they relate to each other and why they are important for businesses to understand and to get right. Overview of Customer Segmentation Overview of Value Propositions
How Businesses Work: Capabilities
An explanation for what is meant by the term "business capability" and a discussion about how the concept of business capabilities can be used to define and understand eveything that a business does. Overview of Business Capabilities Using Business Capabilities to Model a Business
Sources for Researching Customer Information
An overview of the different sources of customer-related information that are generally available for customer success managemers to use when performing research about a customer. The Need for Customer Research Sources for Researching Customer Information
The Customer Research Checklist Tool Part One
First of four parts of a discussion about how to use the Customer Research Checklist Tool as a template for performing preparatory research for a new customer engagement. This part provides an overview and discusses the Customer tab. The Customer Research Checklist Tool: Overview The Customer Research Checklist Tool: Customer Tab [...]
The Customer Research Checklist Tool Part Two
Second of four parts of a discussion about how to use the Customer Research Checklist Tool as a template for performing preparatory research for a new customer engagement. This part discusses the Solution tab. The Customer Research Checklist Tool: Solution Tab
The Customer Research Checklist Tool Part Three
Third of four parts of a discussion about how to use the Customer Research Checklist Tool as a template for performing preparatory research for a new customer engagement. This part discusses the Initiative and Stakeholders tabs. The Customer Research Checklist Tool: Initiative Tab The Customer Research Checklist Tool: Stakeholders Tab [...]
Evaluating Our Customer’s Business Needs (Audio)
A conversation with Kristi Faltorusso. Kristi is VP of Customer Success at BetterCloud, with over 15 years of experience as a Customer Success and Digital Marketing leader. As a passionate customer advocate, keen on evaluating business needs, Kristi builds and scales customer success teams focused on creative problem-solving to drive success for customers across the [...]