Posts made in September, 2012

Customer Success In A Social Universe

Posted on Sep 26, 2012 in Social, Value | 0 comments

We are by nature social creatures.  We gather, we tell stories, we share experiences, all in order to nurture the communities we live in.  And by communities, I don’t just mean cities and towns, but circles of friends, book clubs, parenting clubs, and groups of coworkers as well.  We come together with like-minded people to be a part of something, to engage and commiserate with others and to enjoy what each person shares. While the reasons for gathering socially will never change, the methods we use to communicate are constantly evolving.  With the advent of social media, in less than a...

Read More

Context: How Well Do You Know Your Customer?

Posted on Sep 20, 2012 in Context, Visibility | 0 comments

Context is king. In the marketing world, the chant rings “content is king,” but down the hall in Customer Success, it is context that wears the crown. For us, understanding our customers’ needs and how they use our product is as important as the products themselves.  Content is nothing without context.  So while you might know everything there is to know about your product, every bell, every whistle, do you truly understand how your customer will use it, how it will create an invaluable solution for their business?  Do you grasp the nuances that differentiate the needs of a...

Read More

Say Yes To Innovation

Posted on Sep 4, 2012 in Scale, Strategy, Value | 0 comments

I recently had the pleasure of sitting down with the folks at HP’s Discover Performance e-zine. The discussion focused on how customer success operations need to work hand in hand with technological innovation. You can read the article here. The interview focuses on the balance between development and operations, and how that relationship creates customer success.  Customer operations have priorities that need to be addressed, and being in sync with development is the best way to address them.  When you lose that balance, the harmony is thrown off and ultimately the business suffers. ...

Read More