The definitive guide to customer success

I talk a lot about customer success here, and that will likely only increase over time. It’s what I focus on every day, after all. If you're new to the “field” or are curious of what it entails, this guide from Lincoln Murphy is a great place to start. It’s a longer piece of writing and covers his definition of customer success, several tangential thoughts about what it is and isn’t, then he gets to the practical. The end of the guide is broken into a list that covers “the role of customer success” in various activities…

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The growing emphasis on the customer

Ian Golding takes the time to discuss the differences between the definitions of several approaches regarding customers. He uses customer experience, customer service, and customer-centric. It’s a good article on the subject and it culminates in his definition of a customer-centric organization: Putting customer focus at the heart of everything you do, in order to achieve customer satisfaction and loyaltyI’d agree, and it’s essentially how I would define customer success. When customer success is a vital function of your business, your Success team is there is ensure that customer focus is at the heart of everything you…

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One size onboarding?

This post from Intercom is a little older (although you may not know it, seeing as they’ve removed dates from their posts), but highlights a lot of foundational concepts for someone focused on customer success. One of the fundamental challenges of teaching is the fact that not every student learns in the same way or at the same pace.There are not many things I enjoy more than coming up with a high level plan to educate customers and make them successful. But it’s easy to read a post like this in 5 minutes and gloss over the…

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Competing on customer journeys

The HBR gives an interesting look into the changing landscape of pro-customer successeting (my own term coined as marketing, customer service, and product management slowly morph into an amorphous blob of goo before our very eyes). It gives fascinating insight into how successful companies are putting value, and therefore money, into the customer journey. As a customer success professional, I can’t help but admire the scale and finesse achieved by Sungevity (a solar panel retailer) as described in this article. This is customer onboarding and marketing on steroids. Super steroids with a heavy dose of antibiotics thrown in, then…

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