Posts made in December, 2012

Customer Success Is An Attitude, Not A Department

Posted on Dec 19, 2012 in Experience, Social, Strategy, Value | 1 comment

This article is first in a series based on interviews conducted by Customer Zen with leaders in the field of Customer Success.  This week, we spoke with David Hare of Ooyala, a company dedicated to bringing video experiences to your mobile devices. Creating a balance of mutual success and value for both a company and its customers means being highly attuned to the needs of that customer.  No longer can an organization rely on an outsourced call center to answer questions and solve issues for their customers; now customer success operations must be fully visible to their clients and nimble...

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Guest Blog: Dan Steinman – Tracking Customer Success ROI

Posted on Dec 5, 2012 in Experience, Value, Visibility | 0 comments

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 week, I have invited Dan Steinman, Chief Customer Officer at JBara Software to share his thoughts on how to track the financial return of the often intangible impact of Customer Success. A tricky question I get asked all the time from those running Customer Success organizations is “How do you determine the ROI of a Customer Success team?”  In some ways it’s an unfair question because the R...

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