Customer Success

Give, Give, Give, Ask!..But Only If They Really Want It

“Our customers aren’t responding to our emails.”

“Our churn hasn’t moved, even though we’ve implemented changes A, B, and C.”

“Our open rates are good. I don’t know why they aren’t…

Continuity

One of the most important—and overlooked—aspects of onboarding customers is not necessarily the onboarding itself, but it is the sales and marketing teams’ and agenda to set up the implementation for success. If you’re a Customer-facing leader and don’t have a great relationship with sales and marketing or…

Expectations

Expectations are great except when they’re not.

How do you understand how good you’re doing if you don’t have expectations and goals? On the flip side, what if you consistently miss those expectations? Does that mean you’re a failure? What if it’s because you had too high of…

Customer Success: Aligned Goals, Not Altruism

(I’ve written and re-written this one for the past three months. It’s taken me long enough.)

I’m attracted to a good story. I’m a sucker for them, really.

Simplicity

I’m really good at it. It seems like it happens over and over again. It often comes in the form of an Excel sheet.

I can make anything 10x more complex than you need it to be.

I will frequently deviate from the plan by adding in so many bells and whistles…

Measuring Success

Why Measure?

Any department must demonstrate how they achieve value at the bottom line…

What does Support look like in FinTech?

Part of me wants to argue it’s different, and another part wants to say it’s exactly the same: you’re helping the customer by getting out of their way to continue their journey to their destination.