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Keeping customer success alive: How to help your team stay motivated

Keeping customer success alive: How to help your team stay motivated

The spirit of customer success gets lost when Customer Success Managers (CSMs) focus on hitting goals and get caught in the web of mundane…
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Donna Kelly
If your Customer Success team is still fighting churn, it’s because they’re not using this

If your Customer Success team is still fighting churn, it’s because they’re not using this

Something is very, very wrong if the number of customers that discontinue with your product or service continues to increase. Churn can…
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Donna Kelly
Career progression with Customer Success: Why all your employees should start here

Career progression with Customer Success: Why all your employees should start here

We spoke with four of our employees who began their careers at BombBomb in Customer Success and have since taken their knowledge to other…
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Donna Kelly
How we used Customer Success to make a new product

How we used Customer Success to make a new product

There’s an old saying that goes, “Give the customers what they want.” This statement has since been somewhat debunked, with many business…
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Donna Kelly
Latest
Customer Success resources you’re not taking advantage of, but should

Customer Success resources you’re not taking advantage of, but should

If you’re a Customer Success professional, sometimes it can be difficult finding substantial assets that will help you learn new things…
Go to the profile of Donna Kelly
Donna Kelly
How to build a badass customer support team

How to build a badass customer support team

The BombBomb Customer Care team is nothing less than a panel of rockstars. If you’ve spoken to our Customer Care team, whether you’ve had…
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Donna Kelly
Doing Customer Success the “right” way: A non-poetic ode to the dedicated, frustrated, and…

Doing Customer Success the “right” way: A non-poetic ode to the dedicated, frustrated, and…

When we talk about starting, being, or doing Customer Success, there’s not much that can be guaranteed. Companies are nothing short of…
Go to the profile of Donna Kelly
Donna Kelly
Nurturing customer relationships: How to empower your customers, leads, and clients

Nurturing customer relationships: How to empower your customers, leads, and clients

It’s not enough anymore to sell your product to customers and deliver good customer service. Aiming for customer satisfaction is a primary…
Go to the profile of Donna Kelly
Donna Kelly
“It’s not my problem”…actually, it is. Detachment mentality with your team and what to do about it

“It’s not my problem”…actually, it is. Detachment mentality with your team and what to do about it

You’ve given your customer everything. You’ve walked through the entire product with them, showed them how to use it, and answered endless…
Go to the profile of Donna Kelly
Donna Kelly
Changing the onboarding experience: If you’re not doing these things, you’re doing it wrong

Changing the onboarding experience: If you’re not doing these things, you’re doing it wrong

When you teach people about your product and help them become familiar with it so they’re set up for success down the road, this is called…
Go to the profile of Donna Kelly
Donna Kelly
Scaling support: How to sustain top-notch customer service during company growth

Scaling support: How to sustain top-notch customer service during company growth

Our Customer Care team at BombBomb is notorious for their elite customer service — they are consistently thanked, complimented, and praised…
Go to the profile of Donna Kelly
Donna Kelly
Making your customers happy is not enough: What you need to be doing instead

Making your customers happy is not enough: What you need to be doing instead

There is plenty of information available that teaches businesses of all types how to create a customer-centric culture. However, a pain…
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Donna Kelly
Building the best customer experience with interdepartmental engagement: The “how” and “why”

Building the best customer experience with interdepartmental engagement: The “how” and “why”

Customer success professionals preach a lot of focus on interaction and follow-up with customers to maintain their happiness with a…
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Donna Kelly
What does listening to your customers really mean?

What does listening to your customers really mean?

Many businesses struggle with collecting customer feedback; some companies are known to pay thousands, if not millions, of dollars in an…
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Donna Kelly
Why NPS is no longer relevant…or is it? Debunking the NPS controversy

Why NPS is no longer relevant…or is it? Debunking the NPS controversy

If you’ve been around, you’ve heard of NPS. Prestigious companies like Apple, Slack, Amazon, and several others are fans of this tool to…
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Donna Kelly
How to rehumanize the customer experience with technology: 6 platforms that help with…

How to rehumanize the customer experience with technology: 6 platforms that help with…

Building one-to-one relationships with customers is ideal, but can feel impossible for today’s Customer Success Manager (CSM). A lot of…
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Donna Kelly
Bridging the Gap Between Sales and Customer Success, Pt.

Bridging the Gap Between Sales and Customer Success, Pt.

It’s no surprise that most companies are interested in Customer Success and Sales joining forces for the greater good. Attempting to bridge…
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Donna Kelly
Bridging the Gap Between Sales and Customer Success: Why Customer Success Cares About Sales

Bridging the Gap Between Sales and Customer Success: Why Customer Success Cares About Sales

Like a well-oiled machine, a company experiences the smoothest forward movement when all of its parts are working together. However, we…
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Donna Kelly
Core Values Impact Your Bottom Line

Core Values Impact Your Bottom Line

The team and I here at BombBomb had the opportunity to sit down for an interview recently with Jonathan Bolton, our VP of Customer Success…
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Donna Kelly
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