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The Customer Birth Certificate (CBC)

When you think of the milestones in life, you may think of graduating college, your first corporate job, marriage, parenthood, retirement, and building a legacy. And, some of these life events don’t even happen in sequential order (or at all). More often, they come in a “non-traditional” order and one is not a prerequisite to […]

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How To Measure Customer Adoption

Imagine one of those food subscription services that sends you the ingredients to easily make meals at home — we’ll call it FoodBox. You sign up for a FoodBox subscription that sends you five dinners for the week, and the box arrives the following Monday. As it turns out, some of the recipes are too […]

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The Customer Onboarding Handoff: Don’t Drop the Baton

If you’re onboarding a new customer, that can only mean one thing. You did it. You made it. You beat out all of your competitors. They chose you, and now you know, they like you. They really like you! But now it’s show time for your product and Customer Success team, and if you don’t […]

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Customer Retention Strategy: Measuring & Managing Subscription Consumption

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. And […]

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Customers Can’t Live on Automation Alone

Is it possible to have too much of a good thing? If we’re talking about time at the beach or the love of a puppy, I’d argue the answer is no. However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner. Fundamentally, it’s proven that the […]

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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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Perfecting the Sales to Customer Success Hand-Off (No Crystal Ball Necessary!)

Newsflash: Most Sales and Customer Success (CS) professionals can’t read minds. Okay – that’s probably not surprising. But it seems to be a common assumption when there is no defined strategy for handing off a customer from Sales to CS. Nailing this hand-off is critical to ensuring the customer experience is positive from the start. […]

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Customer Journey Mapping: It’s Not Just About the Destination

“Sometimes it’s the journey that teaches you a lot about your destination.” While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of […]

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