Customer Success

August 29, 2017


Virtual Sales Requires All Hands (Digital and Human) on Deck

Just a few years ago, virtual sales could have meant a few different things. For some organizations, it was the outsourcing of specific outbound sales activities. For others, it involved the utilization of tools, such as live chat and demos, to respond to online enquiries. Today, the term “virtual sales” implies a much more holistic […]

June 14, 2017


Why Customer Success Practices Fail. And 5 Things You Can Do About It.

When it comes to setting up a Customer Success practice, any organization will face no shortage of complex stumbling blocks, from establishing an effective framework, to identifying the right people, processes and tools to provide a strong foundation. However, where many organizations hit a wall is not so much in the early planning stages, but […]

May 15, 2017


Breaking Down Silos to Unlock the Full Potential of Customer Success 

Get your Customer Success practice on the right track in 2017. Start with putting a charter in place and join us May 30 for a Customer Success Talk webinar.

May 2, 2017


Rate Your Progress: How Effective & Mature is Your Customer Success Practice?

Customer Success Management (CSM), at its core, is about ensuring that our customers thrive, and it centers on accelerating time to value at each stage in the relationship lifecycle (Land, Adopt, Expand, Renew). As sellers, the importance of integrating a CSM practice cannot be underestimated in today’s subscription economy. But the shift to becoming truly […]

March 13, 2017


The VALUE Framework: Prepare for Customer Loyalty to Skyrocket!

It’s easy to understand the value of adoption from the customer’s perspective, at least on the surface. But there’s a lot more to it than meets the eye. To connect the dots between adoption and value realization as sellers, we must first recognize the drivers behind every purchase, and the outcomes our customers are seeking […]

March 1, 2017


What You Missed – Adopt Shop 3: The Next Evolution of Adoption Is Upon Us

Even as technology offerings improve at light speed, customers’ needs to improve their bottom-line remain largely the same. They want results, and a healthy return on the investments they’ve made. As we’ve built out our customer success organization, and taken our partners along with us on our journey, we’ve found that nothing drives customer value […]

February 7, 2017


Why Customer Success is All About Adoption, Not Addiction

We all know the facts about customer loyalty. It’s easier and less expensive to sell to an existing customer rather than acquire a new one. Loyal customers are also more likely to buy more from you and recommend you to other potential prospects. Take a moment to think about your own customer base. Would you […]

January 27, 2017


Time for a (Reality) Checkup: Are Your Customers Healthy?

Creating customer loyalty is a race against time. It’s been said that after 90 days a business only has a 10% chance of making the customer loyal. Therefore, once that clock starts ticking, value realization must occur quickly or a high probability exists that you will lose the customer. Customer health is a prediction of […]

January 17, 2017


Fueling Customer Success with the Right Mix of Digital Engagement

No matter which lens you look through, it’s easy to see the importance of digital and the enormity of transformation taking place in the marketplace today. Both Gartner and Forrester predict that by 2020, 80% of the buying process is expected to occur without any direct human-to-human interaction. IDC says that the digital shift doesn’t […]