PinnedShane KettermanOne Way For Customer Success Managers To “Nearly” Eliminate ChurnHere’s how Customer Success Managers can severely reduce or eliminate churn using success outcomes.Dec 3, 2022Dec 3, 2022
PinnedShane KettermanCreating Resiliant Competitive Advantage And Strategic Opportunities With Customer SuccessNormally I don’t like long titles, but this topic warranted one. It’s too exciting not to share this. I believe that customer success can…Nov 16, 2022Nov 16, 2022
PinnedShane KettermanThe Principles of Customer Success (Part 1)There are thousands of articles about customer success. But very few do a good job and breaking it down into it’s component parts.Nov 16, 2022Nov 16, 2022
Shane KettermanHow Can Customer Success Managers Help Their Customers Achieve Value in 2023A recent article published by the Customer Success Collective sparked a lot of thought. The article, 10 trends that will shape customer…Jan 12, 2023Jan 12, 2023
Shane KettermanHow To Use VoC Actionable Insights to Reduce Churn and Increase Expansion RevenueBack in 2016, I worked for a startup that happened to be in the trucking industry. For those that don’t know this, the trucking world is…Jan 11, 2023Jan 11, 2023
Shane KettermanCustomer Success In 2023One of the newsletters I really enjoy getting is The Shepard Letter by Shep Hyken. Shep is a customer service expert, speaker, and best…Jan 4, 2023Jan 4, 2023
Shane KettermanHow To Be A More Proactive Customer Success Manager (With Framework)It’s finally 2023. We made it. The strangest part of that is the “23” because it seems so big. But alas, here we are and I’d really love to…Jan 3, 2023Jan 3, 2023
Shane KettermanProactive Customer Health Score FrameworkThe key to the title above is proactive. If we are not proactive then we spend our customer success careers in a death spiral heading…Dec 26, 2022Dec 26, 2022
Shane KettermanKnowing Someone Is ThereI was at my local coffeeshop tonight and since this particular coffeeshop is open until midnight, it was bustling with students, artists…Dec 21, 2022Dec 21, 2022
Shane KettermanSetting Expectations To Reduce ChurnExpectation setting comes from experience. Mostly it comes from bad experiences when we realize we are too far down a path with a…Dec 15, 2022Dec 15, 2022