customer success
It should come as no surprise that there is confusion over what is meant by “customer success” and how exactly to apply this new approach to your day-to-day business. Like other paradigm shifts, it will take time for customer success to become mainstream. Let’s take a brief look at these paradigm shifts. View the full…
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By Barton Goldenberg The concept of Customer Success originated with companies actively targeting ‘at-risk’ accounts with teams designed to increase retention by helping customers derive more value from their products and services. These companies soon discovered that their efforts, initially targeted at “stopping the bleeding,” could be extended to their entire customer base. This proactive…
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By Barton Goldenberg Nowadays it seems like everyone is jumping on the Customer Success bandwagon. Yet in our observation, many companies are unclear where this leads. It involves much more than creating a new team of Customer Success Managers, giving them access to existing data and processes, calling them accountable and calling it a day.…
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by Barton Goldenberg The concept of Customer Success originated with companies actively targeting ‘at-risk’ accounts with teams designed to increase retention by helping customers derive more value from their products and services. These companies soon discovered that their efforts, initially targeted at “stopping the bleeding,” could be extended to their entire customer base. This proactive…
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by Barton Goldenberg Effective Customer Success Nowadays it seems like everyone is jumping on the Customer Success bandwagon. Yet in our observation, many companies are unclear where this leads. It involves much more than creating a new team of Customer Success Managers, giving them access to existing data and processes, calling them accountable and calling…
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by Barton Goldenberg Gone are the days when you can simply ‘push’ your product or service onto a customer. Product-driven marketing – messaging focused on features and benefits and promotional offers aimed at driving sales – is no longer effective. Features are easy to copy and offers are easy to match. Many companies have realized…
Read More by Barton Goldenberg Gone are the days when you can simply ‘push’ your product or service onto a customer. Product-driven marketing – messaging focused on features and benefits and promotional offers aimed at driving sales – is no longer effective. Features are easy to copy and offers are easy to match. Many companies know it…
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Overheard from 5 participants attending a recent high-tech conference in Silicon Valley: Participant #1: “You’ve got to get onto the Customer Success bandwagon; it is what all great companies subscribe to.” Participant #2: “What exactly is meant by Customer Success?” Participant #3: “I think it is a new term that one of the valley’s high-tech…
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