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

It’s a nice dream, to walk into a company with all of the power from Day One to create The Most Perfect Customer Success Group That Absolutely Ever Was, World-Class In A Box.  Most CS execs, however, are going to have to build their way toward realizing the true potential of the role across the […]

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Has the profession of Customer Success reached a/the tipping point? I recently did a quick scan of LinkedIn to get a view of the size of the customer success executive community. The search turned up about 576 Vice Presidents, 2,500 Directors and almost 18K Managers — the latter including mostly customer-facing roles rather than team […]

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Over in The Customer Success Forum on LinkedIn, there is an excellent discussion about what should be in the technology toolkit for Customer Success Managers and teams. The essence of the new profession is the management of customer lifetime value, and the key is the data — you can no longer afford to sell a […]

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I’ve been advocating moving the point of engagement for a company’s Customer Success program to earlier in the corporateprocess and structure for some time.  One of my arguments has been that the Customer Success group has a lot to offer to product design and development.  The foundation for that contribution is the data and practical […]

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