Tag: Customer Success
What Got Your Business Here Won’t Get You There – Part 2
Last time we explored how companies at different stages have differing needs. As a reminder, here are some sample challenges across several functions: [table id=10 /] It’...
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Why Intentional Processes Drive More Revenue
Why Intentional Processes Drive More Revenue When many people think of process, they think of something mandatory. Usually something unpleasant. The idea of the “process polic...
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Customer Success and Intentional Revenue
Customer Success and The Case for Intentional Revenue™ In my career, I’ve worked with and consulted many technology firms from small to large on customer renewal issues. Mos...
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Why Wait to Boost Net Promoter Score?
In the early 2000s, business loyalty guru Fred Reichheld revealed what was to become known as "the ultimate question." This question and the subsequent metric it produced, was ...
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CSMs vs. Sales – The Same Only Different
CSMs and Sales Reps Share More Similarities Than You Think When you are with a group of CSMs, the word “Sales” often incites contorted facial expressions, bad jokes and inev...
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