What do you do when the product is broken?
Customer Success in Different Business Types
A basic discussion on how the principles and concepts of customer success management apply not just to software-as-a-service companies or even to other companies that provide services on a contractr, but to all companies regardless of how their products and/or services are sold. Customer Success in Different Business Types
14 Tenets of Customer Success Part 1 of 5
"Tenets" (or guiding principles) One to Three of customer success are described and explained. These are "The CSM Exists to Create Value for Their Own Company", "The CSM's primary task is to help customers attain measurable value from using their company’s products and services" and "The CSM is a subject matter expert in [...]
Planning for Product Adoption – Steps Eight and Nine
The final part of a six part series of articles that provide a detailed, step-by-step breakdown of how to help a customer plan for fully adopting your company's solutions. This sixth article in the series looks at Steps 8 and 9. Introduction Depending upon the product (or service) in question, [...]
Planning for Product Adoption – Steps Six and Seven
The fifth of a six part series of articles that provide a detailed, step-by-step breakdown of how to help a customer plan for fully adopting your company's solutions. This fifth article in the series looks at Steps 6 and 7. Introduction Depending upon the product (or service) in question, full product adoption can [...]
Planning for Product Adoption – Step Five Part B
The fourth of a six part series of articles that provide a detailed, step-by-step breakdown of how to help a customer plan for fully adopting your company's solutions. This fourth article in the series looks at the second part of Step 5. Introduction Depending upon the product (or service) in [...]
Designing Multiple Customer Journey Personas (Audio)
A conversation with Alex Mead. Alex is a Customer Service Experience expert, with global transformation success and achievement across a range of sectors including Airline, Travel & Leisure, and is very much seen as a leader for CX innovation in those markets. Alex discusses the importance of developing customer journeys for each of the typical [...]
Planning for Product Adoption – Step Four and Step Five Part A
The third of a six part series of articles that provide a detailed, step-by-step breakdown of how to help a customer plan for fully adopting your company's solutions. This third article in the series looks at Step 4 and the first part of Step 5. Introduction Depending upon the product [...]
Planning for Product Adoption – Step Three
The second of a six part series of articles that provide a detailed, step-by-step breakdown of how to help a customer plan for fully adopting your company's solutions. This second article in the series looks at Step 3. Introduction Depending upon the product (or service) in question, full product adoption [...]
Planning for Product Adoption – The First Two Steps
The first of a six part series of articles that provide a detailed, step-by-step breakdown of how to help a customer plan for fully adopting your company's solutions. This first article in the series looks at Steps 1 and 2. Introduction Depending upon the product (or service) in question, full product adoption can be [...]