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Customer Success Manager

The Evolution of Customer Relationships

The Evolution of Customer Relationships

A recent conversation with a friend set my mind to consider the changing nature of customer-supplier relationships.  In my experience, such relationships have evolved from win-loss to become more win-win.  At the end I’ll suggest a way they can become

Andrew McFarland 16 May 202112 May 2021 Customer Experience No Comments Read more

Why Customer Success Managers are Sales’ BFF

Why Customer Success Managers are Sales’ BFF

When should companies invest in Customer Success Managers (CSM)?  Or put another way, why shouldn’t Sales perform this function? A friend and former co-worker called recently with this question.  After an acquisition, her new leadership team felt that Sales already

Andrew McFarland 17 September 201917 September 2019 Best Practices 2 Comments Read more

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To Fix the Customer Experience, Address Corporate Alignment https://bit.ly/2LHTHRq #cx #customersuccess

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Urgency Without Direction is Chaos https://bit.ly/2LJkYQA #cx #customersuccess

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The Times They Are a Changin’ https://bit.ly/2NUbhPY #cx #customersuccess

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Carpet Ride not so Magical https://bit.ly/2NQWfdC #cx #customersuccess

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What is the Service Recovery Paradox and Is It Real? https://bit.ly/2J2eRcd #cx #customersuccess

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