The Customer Success mindset is mindfully set at the top, and is the collective responsibility of the entire organization, not just one department. The right mindset sets the tone and therefore influences the outcome of customer satisfaction and retention, which can be easily measured. Read
Often, we see infighting and bickering as to who 'owns' the customer. The key to success, however, is realizing that the customer journey is about longevity, with different people / roles in the driver's seat along the way. A good handoff from one person to another is most crucial to...
The success of one's customers is a driver for all businesses today, and if you bear the responsibility for that in your organization, trust your instincts! Your instincts, and, generally speaking, a 'common sense' approach, will go the mile when you define the framework of your organization's Success philosophy. Read
The one sure shot way to ensure customer stickiness is a successful onboarding process. Simply put, if customers don't know how to use it, they won't. The flip side is that when a customer is successfully onboarded, they become THE customer voice for your product or service ... and that's...
