“Automated CS” is not “Lower Quality CS”
Scaling Customer Success Part 4
Part four of a four part training session on how to scale customer success. Includes discussion on cost effective ways to reach the majority of or even all customers with CS services, and on intelligent ways to segment customers by customer-centric criteria instead of supplier centric criteria
Scaling Customer Success Part 3
Part three of a four part training session on how to scale customer success. Includes discussion on cost effective ways to reach the majority of or even all customers with CS services, and on intelligent ways to segment customers by customer-centric criteria instead of supplier centric criteria [...]
Scaling Customer Success Part 2
Part two of a four part training session on how to scale customer success. Includes discussion on cost effective ways to reach the majority of or even all customers with CS services, and on intelligent ways to segment customers by customer-centric criteria instead of supplier centric criteria
Scaling Customer Success Part 1
Part one of a four part training session on how to scale customer success. Includes discussion on cost effective ways to reach the majority of or even all customers with CS services, and on intelligent ways to segment customers by customer-centric criteria instead of supplier centric criteria
How do you “Automate” a Customer That Currently Has a Named CSM?
A discussion about how to go about the process of transferring customers from a "high touch" type Customer Success service to a more automated, self-service Customer Success approach. Overview A LinkedIn contact reached out to me today with a problem, complimenting me (very kindly) on some of the free resources for CSMs that I [...]