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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 [...]

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 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 [...]