Covid-19 will introduce a host of new business challenges. Among those challenges, companies will have to grapple with the idea that “value” has changed and that customer relationships will change. What’s different now? The “value threshold” has changed. In a
Confusion about the Customer Success Role
Companies don’t understand the customer success role. I don’t understand why this is such a perplexing subject. In this post, I’ll try to describe the most common confusion points related to customer success roles. Customer success is [not] a cost
Graduating Soon? Consider a Career in Customer Success
Ah Springtime… the time when college seniors find a single interviewing suit/outfit, draft a resume and set out to find work. For variety and a clear sense of purpose, I encourage people to consider a career in customer success. It’s
Customer Experience – Easy but Difficult
Companies exhibit a baffling level of incompetence in the customer service realm. Baffling because one assumes some things are “understood” and “accepted” norms of running a company. However, a recent encounter with a national retailer convinced me I must be