Customer Success Series, Part 3

Customer Success Series, Part 3

How to Establish and Maintain Customer Success Since the time of the first sale, having satisfied customers has been important. Why? Because selling more is better and selling to an existing customer is easier than finding a new one. Few dispute this. The natural...
Customer Success Series, Part 2

Customer Success Series, Part 2

How Does Company Success Tie in to Customer Success? Last time I introduced the concept of a customer happiness continuum. This continuum ranges from the “walkaway angry” customer who moves to a competitor as soon as they are able to the “gushing promoter” who praises...
Customer Success Series, Part 1

Customer Success Series, Part 1

What is Customer Success? One term that repeatedly pops up these days is “Customer Success”. While I had noticed the term appearing in some organizations, I hadn’t seen it used much until recently. Now many companies have individuals and departments that carry the...