3 Things That Matter

Posted on May 24, 2013 in Scale, Value, Visibility | 0 comments

For SaaS companies, the focus must be on service and creating lasting, loyal customers. When companies focus on the priorities of Value, Visibility and Scale, professional services will develop nimble and flexible offerings that will allow their customers to be successful and grow sustainably. Learn more in our recent article on PS Village here.

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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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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...

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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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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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