Strategy

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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Make Lasting Impressions That Earn Customer Loyalty

Posted on Oct 11, 2012 in Strategy, Value | 0 comments

Make Lasting Impressions That Earn Customer Loyalty

During October in Northern California, we enjoy the waning days of our Indian Summer as we prepare for fall family rituals.  Each year, my family takes our annual trek to Half Moon Bay, the pumpkin capital of California, to choose the pumpkins we will use to decorate our home for Halloween.  We always go to the same place, Bob’s Pumpkin Farm, right along scenic Highway 1.  It is the place I have been coming for pumpkins since I was a child.  On this particular trip, I started thinking about that customer loyalty, and what Bob’s, and businesses in general, do to earn it. I came up with...

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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. ...

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Digging Deeper: The Charter

Posted on Aug 2, 2012 in Scale, Strategy, Value, Visibility | 0 comments

In my last post, I talked about how I start when I walk into an organization, whether I am starting from scratch or helping the company reach the next level. That post really just scratched the surface, and I want to dig a bit deeper for you on what goes into building the Charter. The Charter is a framework upon which the company can build its Operations, and is a fabulous tool for aligning what the Customer Success function will deliver and be accountable for across the business. Once I have taken stock of the situation and presented a “State Of The Union” to an organization, I lay out...

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The Zen Of Success: Where to Start?

Posted on Jul 25, 2012 in Strategy | 1 comment

This article is the first in a series titled “The Zen Of Success”. By Laurie Jacobson Jones Before aspiring cabbies in London can get behind the wheel of one of those famous black taxis, they have to spend almost three years on average learning every street, lane and alley of that vast city.  It is only after a grueling oral exam of the most efficient routes between two points and how best to navigate the maddening crush of traffic that success is earned.  I like to remind myself of this each time I step into a new company to either build a customer success operation from scratch or...

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Welcome CustomerZen

Posted on Jul 18, 2012 in Scale, Strategy, Value, Visibility | 0 comments

Great customer success comes from balancing the hard work and creativity of a company with the value received by its customer.  There is a kind of harmony when great customer success occurs; a streamlined, seemingly effortless delivery of your product that flows unobstructed into your customer’s operations.  That balance is what we all seek when we set out to earn our customer’s business, and enabling others to achieve that balance is what drove me to found Customer Zen. Whether your company is a small startup of young, hotshot designers or an established, fast-growing brand with an...

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