by Abby Hammer | Jun 30, 2016 | Customer Success Strategy
Conversation has always been part of marketing and customer relations. As David Weinburger put it back in 1999, “markets are nothing more than conversations.” Back then, conversations were mainly held and directed by the company; personalizing...
by Abby Hammer | Jun 23, 2016 | Team Strategy
What does it take to build and sustain a customer-centric culture in your organization? What are the key decisions to accelerate your progress? What would you do differently if you could build your Customer Success program from scratch? According to Kristen...
by Abby Hammer | Jun 16, 2016 | Customer Success Strategy
By all accounts the Customer Success industry is on the rise – everyone is talking about it, sharing ideas and theories, getting excited by the potential to impact critical business goals. Yet companies still wait too long to hire in customer success, even...
by Abby Hammer | Jun 9, 2016 | Churn, Customer Journeys
Timing is everything in life and love – and in upsells! Knowing when to present an offer to a customer is just as important as knowing what offer to present. In this great read we get 13 smart tips for achieving upsells for your customers. We recommend...
by You Mon Tsang | Jun 2, 2016 | Churn, Engagement
Cross-functional communication is one of the keys to effective Customer Success. This single factor transcends industry, business model and your company’s use of technology. At a fundamental level, cross-functional communication is the same as empathy...
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