JBara Chief Customer Officer, Dan Steinman, discusses Tracking Customer...
Perspective, in any business, is a valuable asset. From time to time, I find it valuable to share the ideas of colleagues with interesting perspectives on the functions of Customer Success. This...
View ArticleBest Practices in Surveys: Steve Bernstein, Founder, Waypoint Group & Mike...
Implementing a successful customer survey process requires a lot of thought and precise execution. Without a good strategy the customer feedback often ends up in silos, which is difficult to...
View ArticleOperationalizing Customer Retention
There is lots of intelligence out there about the value of customer retention but what are the practical guidelines and real-life experiences to really put a customer retention program in place? In...
View ArticleThe Best Salespeople Are Happy Customers
At JBara, our proudest accomplishment is our amazing list of customers. If you were planning out a startup company and imagining success, you’d probably feel pretty guilty if you dared to imagine...
View ArticleJBara Chief Customer Officer, Dan Steinman: 2013 – The Year Customer Success...
2013 is the year Customer Success applications go mainstream. No doubt about it. SaaS companies are growing up rapidly and, every day, more of them are hitting that tipping point where they have...
View ArticleThe Hidden Dangers of Survey Bias
Perhaps the topic most inquired in the field of surveys, especially customer satisfaction surveys, is response rates. What’s a good response rate? What is sometimes missed is the response rate should...
View ArticleJBara Chief Customer Officer, Dan Steinman: Customer Success – How Hard Can...
“So what if there are applications being built for Customer Success? That certainly doesn’t make them necessary. I mean, c’mon, how hard can it really be? It’s not like Finance or Sales or even...
View ArticleJBara Chief Customer Officer, Dan Steinman: Is Product Usage the Holy Grail?
For many, the thinking is that there’s a lot of customer information out there that might have some minimal value, but if you could just get a handle on how/if they are using your product(s), you’d...
View ArticleJBara Chief Customer Officer, Dan Steinman: Now What?
In my last post, I think we addressed the question of whether Customer Success is changing. Of course it is. In fact, in many ways, it’s not so much changing as it is being created. How many...
View ArticleUpcoming Webinar: Customer Success Management & Sales – A Question of...
Are you struggling with how to align your Customer Success Management role with Sales? You’re not alone. There are few absolutes when it comes to Customer Success Management. The definition of the...
View ArticleA Q&A with Waterstone’s Neil Jain: Bringing Customer Success to Hardware
I had the opportunity to sit down with Neil Jain of Waterstone Management Group and ask him about the challenges and opportunities in bringing Customer Success to Hardware companies. Q. What are some...
View ArticleGainsight Featured in 2015 Internet Trends Report
I have to admit, I’ve had my fair share of career crushes throughout my professional life. When I dreamed of becoming an investment banker, Michael Lewis was a major influence. When I pivoted that...
View ArticleFeeling the PulseCheck Culture: No Facepaint Required
We were planning last year’s (inaugural) PulseCheck virtual workshop on the heels of World Cup 2014 fever. Companies across the globe carried on with business as usual, but typically with a TV on in...
View ArticleWhat Type of CSM are You? Take the Customer Success Personality Quiz!
On August 4th, we’re hosting the Pulse Online Career Fair. It’s is a great opportunity for you to chat one-on-one with representatives from 20+ companies with open positions in Customer Success. This...
View ArticleInformation Services, the Subscription Economy, and the Value of Customer...
The business of buying and selling information is booming. In this competitive and rapidly growing industry, how can companies set themselves apart from the competition, while also contributing to...
View ArticleStrengthen and Leverage your Company’s Best Resource: Customer Advocates
The power of a customer’s own words to describe and share their experience with your company can not be undervalued. Today, Gainsight and Boulder Logic announce an integration of Boulder Logic’s...
View Article5 Customer Success Learnings from PulseCheck 2015
PulseCheck 2015 was absolutely amazing, with nearly 2000 people from around the world tuned-in – on average for nearly 4 hours(!) – to learn from experts in customer success who covered topics both...
View ArticleROI of Customer Success for Information Services & Market Research User Groups
When assessing the ROI of investing in a Customer Success solution, a couple key questions you should ask yourself are: 1) Who are the key stakeholders? 2) In what ways will this benefit them? Although...
View Article1 to Many: The Real Difference Between Low- and High-Touch
If you ever attend a meetup of Customer Success professionals and want to heat-up the discussion, ask how low-touch (from a human-centric standpoint) differs from high-touch and where or if they can...
View ArticleWhat do Customer Success and Direct Marketing have in common?
About 10 years ago, I completed the Interactive and Direct Marketing Diploma with the @IDM, in London. Outside of the stress of a two day sit down exam, the course and the business cases we developed...
View Article