customer success

  • Customer Success: Some tech companies have what’s referred to as a high‐touch model of helping their customers, and some have a low‐touch model. You need to understand what your company’s customer success strategy is, and you need to ensure that your products are aligned with that strategy. Again, if you are proposing something that would represent a change, you’ll want to sit down with leadership and discuss the options.

    — INSPIRED: How to Create Tech Products Customers Love (Silicon Valley Product Group) by Marty Cagan

  • Sales and non-sales selling are developing along a similar path — because the stable, simple, and certain conditions that favored scripts have now given way to the dynamic, complex, and unpredictable conditions that favor improvisation. Beneath the apparent chaos of improvisation is a light structure that allows it to work.

    Understanding that structure can help you move others, especially when your astute perspective-taking, infectious positivity, and brilliant framing don’t deliver the results you seek. In those circumstances and many others, you’ll do better if you follow three essential rules of improvisational theater:

    • Hear offers.
    • Say “Yes and.”
    • Make your partner look good.

    — To Sell Is Human: The Surprising Truth About Moving Others by Daniel H. Pink

  • Care — about your customers, about your employees, about your brand — with everything you’ve got. Erase any lines in the sand — don’t be afraid of what’s new or unfamiliar. Show up first to market whenever possible, early the rest of the time. Instill a culture of caring into your business by:

    – Being self-aware

    – Mentally committing to change

    – Setting the tone through your words and actions

    – Investing in your employees

    – Hiring culturally compatible DNA, and spotting it within your existing team

    – Being authentic — whether online or offline, say what you mean, and mean what you say

    – Empowering your people to be forthright, creative, and generous

    — The Thank You Economy by Gary Vaynerchuk

  • While it is perhaps counterintuitive that Customer Success should have a close working relationship with the Product team, this is absolutely the case. Because Customer Success is highly attuned to how value is being created (or not) for the customer, having a tight feedback loop into the Product roadmap is essential. As a bare minimum, CSMs should participate in feature planning sessions. More formally, the product ticketing queue should include a Customer Success track for features that need to be prioritized.

    — Farm Don’t Hunt: The Definitive Guide to Customer Success by Guy Nirpaz, Fernando Pizarro

No more stories or excerpts.