Customer Success Magazine
For the Management of Customer Lifetime Value
  • Customer Success Library
  • customer_success_management_forum
  • customer_success_research
  • customer_successcon
  • Customer Success Index

The HotLine Magazine was an online resource [TheHotlineMagazine.com] that begin in March of 2007 and continued to publish well into 2013.  Before that, there had been over twenty years of articles in various print magazines, plus innumerable posts in online discussion forums dating back to 1979.  (CompuServe, The Source, The WELL, AOL)  The essential concepts […]

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“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity…” Dickens’ words from 1859 seem so relevant today… Emerging fields of business are a draw for business book writing. […]

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It’s no secret that in many companies, the Customer Success team focuses their efforts on the top tier customers. Retention rates in that segment tend to be closely watched. But what about tier 2 and 3 level customers? Who looks out after those accounts? Increasingly, lower level customers are being deflected to self-success automated resources […]

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There is another side to the skyrocketing proliferation of Customer Success teams all over the global business landscape.  While it is fortunately not common, it does occur: Senior Management suddenly announces the end of the customer success team, that the entire group is being laid off. What Happened to the Customer Success Team? Was there […]

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