What do you do when the product is broken?
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
"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 [...]
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, [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]