When you approach your executive suite to secure buy-in for a customer community strategy and tools, make sure you have a clear picture of how community supports customer success and business goals. The value of a customer community stretches well beyond self-service product support and industry networking capabilities. It can become the foundation for an … Continued
It’s Good. Scary Good. What Generative AI Is Does ChatGPT (and its rising number of competitors) really warrant the excitement? For those who sat on the waiting list long enough to get hands-on with it, the answer has generally been yes. No, it’s not perfect, but it’s impressive. And it’s only going to get better … Continued
For years, the model has been ‘For every x number of customers we add, I need 1 CSM.” This created a very high-touch, 1:1 model of customer success. Regardless of your customer success team structure, past a certain number of accounts, a new challenge enters the strategic picture: how can we connect with hundreds of … Continued
“Hey, Jay…” “Hey, Jeff…” That’s how all the best ideas start for me and my business partner, Jeff Breunsbach. When COVID-19 changed everything, I sat on Zoom call after Zoom call trying to figure out what it all meant — not just for us, but as the founder of a consulting firm for B2B SaaS … Continued
Good customer service teams all have one thing in common—their habits. In the world of customer service, there are very clear rules about what you should and shouldn’t do, however it’s still hard to find good customer service these days. The first, and most important thing, that you need to keep in mind is that … Continued
Is your customer success team burnt out? How about stressed? If the answer is yes, I’m not surprised. With recent emphasis on customer success programs and the rise in rapidly scaling tech companies, customer success teams are often strapped for resources and time. Obviously, burnt-out customer success teams digging through disparate data sources and patching … Continued
