It’s important for CS to have a seat at the table and there are several good reasons why it can be a challenge to get that seat. So how does a CS Leader get a seat at the table and overcome those challenges?
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Have you ever thought about what the world might look like if Customer Success (CS) was something that you didn’t need? I certainly had not considered this, and while it is a theoretical extreme, it’s an interesting construct to think about.
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Today, it’s not enough to set objectives to delight your customer or provide excellent customer and field service. You have to actually achieve those objectives — here are some practical steps to help you optimize your business in the age of the customer.
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What I’ve discovered is that when priorities and budgets are set, most companies invest the majority of their efforts in acquiring customers, while the investment and effort to serve and retain existing customers is frequently an underserved afterthought. That philosophy doesn’t work today.
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Communication is critical for a business to be successful, no matter the industry. Your teams need to communicate with each other and your company needs to communicate with prospects and customers.
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“I’m actually looking forward to the New Year. I want to embrace it all, good and bad, to help me chart my path. I am confident that I can apply the wisdom I’ve acquired and the lessons I’ve learned. This is an opportunity to use my experiences to find the resilience and motivation that will make 2017 a great year.”
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This article focuses on what you and your team can do during project delivery and especially at the time of project completion and hand-off to set up the both the renewal and the customer for long term success. #CustomerSuccess
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There are two points in time where the Services team can strongly impact the renewal – First at the time of customer acquisition and again at the time of project completion. This article addresses how to have an impact at the time of customer acquisition. I will discuss how to impact the renewal at the time of project completion in a different article later this year.
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