4 Steps To Develop a Proactive, Confident CS Team
Confident Customer Success Managers When we ask clients what they most want to have as an outcome from Customer Success (CS) training, they often indicate…
Tag: training
The Top 2 Questions Customer Success Managers Should Ask in Every Meeting
Many Customer Success Managers (CSMs) struggle with lacking the confidence, or the experience, to have the most productive conversations with their clients. They tend to…
When Will You Lose Your First SaaS Sale Because Your Customer Success Services Are Not Market Competitive?
Old School SaaS Sales: Focus on the Product My how quickly things have changed. It seems like only yesterday, SaaS vendors were worried that getting…
3 Steps to Build Better Customer Success Relationships: “The Go-Slow to Go-Fast Approach”
Many well-intentioned CS professionals are so focused on the details of their product or service and are in a rush to get the customer to…
5 Must Do Steps for People-Centric Customer Success
When customer success (CS) first came into the mainstream, many vendors focused firmly on their product. They were very focused on specific features and functions.…
The Very First Question a Customer Success Team Needs to Ask
If you are like many customer success managers, you are probably extremely focused on the question: “Will our customers be successful with OUR software?” You…
The Secret to Get Your Customers to Drive Software Adoption on Their Own
For years, long before the invention of SaaS, software vendors could make tons of sales by selling customers on the idea that software would solve…
What Customer Success and Software Adoption Teams Can Learn From Nature!
I recently watched this great video from Sustainable Human that tells the story about how reintroducing just 14 wolves to Yellowstone National Park in 1995…
The World Cup, Software Adoption and Customer Success
The most amazing thing happened after the recent World Cup game. The Japanese spectators all cleaned up after themselves in the stadium. Many of them…
Learning To Drive Digital Transformation: Lessons From Roommates & House Guests
The rise of the digital workplace is changing how people collaborate and conduct work, forcing us to reexamine a lot of assumptions and rote behaviors.…