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TSIA Interact: Key Takeaways

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led […]

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The Customer Success Maturity Model

Building a Customer Success Organization is no easy task. Let me rephrase. Building a proactive and predictive CS organization is no easy task. Make no mistake, there is big difference between adding CS to a company org chart vs. building a scalable operationalized practice. To accomplish this, here are just a few considerations to keep […]

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Applying MVP to CS: The Why

Since its 2009 introduction by Eric Ries in his NY Times bestseller, The Lean Startup, the concept of Minimum Viable Product (MVP) has been applied by numerous startups to engage in new product and service offering developments. Well-known companies such as Groupon, Zappos, Dropbox, and Uber have used MVPs to not only determine and modify […]

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Customer Experience Starts with Personas

The term ‘buyer persona’ may be everyday nomenclature for marketers and sales professionals, but in some organizations, those on the post-sales side of the business may not realize that understanding and developing buyer personas is not just for marketing and selling, but can also make a dent in your goal of improving customer experience. Although […]

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Strategies for Making High-Touch and Tech-Touch Friends, Not Enemies.

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. So, when the volume of customers creeps up, and we’re focused on deploying a tech-touch heavy approach, how do we stay engaged with the personal element of our customers? And […]

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Harder. Better. Faster. Stronger. Segmentation Delivers Results

I’d be preaching to the choir if I droned on about the importance of segmenting customers to snag results. That said, in this ever-changing world it is easy to miss the boat on how to effectively do that — even for the biggest data hounds among us. It requires us all to think differently and […]

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Champagne Results on Juice Box Budgets: Winning Customer Success Through vCSM Engagement

Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the […]

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3 Customer Success Best Practices to Scale People & Automation

In a fast-paced, resource-strapped world, solving problems through automation is a no-brainer. Auto-delivering customer communications through technology can cost less and is often faster. Plus, hurried customers who just need answers love real-time, no hassle responses. What customers don’t love is never having the option of human engagement — even when they don’t realize they’re […]

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Lessons on Customer Segmentation & Lobster Rolls

I traveled to Boston earlier this month for Customer SuccessCon East, along with our CEO Michael Harnum. It was a great opportunity to learn from some CS veterans, make new connections, and enjoy a killer lobster roll. There was a lot of buzz about a myriad of topics from CS operations to proving the value […]

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