Archive for category: customer-success

FOR IMMEDIATE RELEASE

Last week, I was in a CQF Alumni meeting and one of the younger founders asked a question. “I would like to know, what other founders, you know the ones who have had a few exits and started several businesses are doing to keep going strong? You...

When I think about Customer Success I’m really thinking about Customer Experience. As customer experience professionals, we all have the luxury, or misfortune, of being consumers as well.

Writers Note: To get the most out of this post, read it once from start to finish (it is short). Do not worry about total comprehension on the first pass. Definitions and descriptions of a semi-complex system are not meant to be comprehended in less...

It was a decade ago when I was asked to create and lead a new #CustomerSuccess (CX) initiative as a leader in global Human Capital Management Solutions. We had a handful of new Charter Clients and no real roadmap – after all Retention, Churn,...