culture of continuous learning
How to institutionalize critical thinking.
Customer success isn't support
Support and Customer Success aren’t the same thing.
Support is:
- issue resolution
- transactional
- technical
- how-to
Customer success is:
- roi
- value
- metrics
- relationships
- business outcomes
Very different, and yet… co-dependent.
Support first
If your support function isn’t working well, the customer success team
Recommendation Needed
I’m 28 books into my goal of 50 this year.
One
It's Good To Know
It's good to know when a key contact has left the customer's
What’s Working For Your Company?
I’m reading that many companies moving to hybrid in-office / remote as
Without Commercial Impact There’s No Way To Justify The Investment
The work a #customersuccessmanager
[https://www.linkedin.com/feed/hashtag/?keywords=customersuccessmanager&
It’s Not About Me
“Every company i created until i was 36 years old.. subconsciously it
A Customersuccess Team Isn’t Support
“We’ve established a customer success team as an extension of support