by Abby Hammer | Aug 25, 2016 | Customer Journeys, Team Strategy
Here’s an all-too-familiar situation for those of us on the front lines of customer success: You get an email from a customer asking for custom work on their implementation. Because the customer is a rocky account, you feel obligated to agree. You know you...
by Abby Hammer | Aug 18, 2016 | Customer Success Strategy
Customer success is a relatively new discipline in the SaaS world and consequently there are many unanswered questions about how best to build and manage great CS teams. Because the financial impact of a great CS team is compounded monthly and can...
by Abby Hammer | Aug 11, 2016 | Engagement, Team Strategy
Recognition of the value of customer success is advancing rapidly and this discipline requires a new breed of professionals. Yet until more candidates see that a career which includes customer success can be as fulfilling as one which emphasizes finance or marketing,...
by Abby Hammer | Aug 4, 2016 | Metrics, Team Strategy
As customer success pros, we live and breath the idea that “Success is the new sales.” But for this to be really true, executives can no longer can measure just two or three top line metrics to understand the health of the business or to predict what...
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