Kenny S.

Recent Posts

Mind the Gap: Organizational Silos and Customer Success

Posted by Kenny S. on Dec 1, 2017 9:39:46 AM

8 minute read

There’s a delivery gap between organizations and their customers right now.

80% of brands think they offer top notch customer experience while only 8% of customers agree with that assessment.

What’s to blame for this woeful disconnect? According to Bain, there are two reasons for the yawning chasm between company and customer perception:

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Topics: Support

Lost in Translation: Why Product and Customer Success Managers Must Communicate

Posted by Kenny S. on Nov 29, 2017 9:33:54 AM

5 minute read

What is the definition of success?

Don’t worry ... we're not about to launch into a deep philosophical conversation about the meaning of life.

What I mean is, what does success look like for your organization? Have you defined it? Would you know it if you saw it? Or is it something vague like, “selling more products”?

Truth: That’s a lousy way to run a company.

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Topics: Support

Where Customer Success and Data Science Meet

Posted by Kenny S. on Nov 27, 2017 8:46:45 AM

4 minute read

Customer success (CS) means different things to different people.

On an enterprise level, it involves a great deal of human-to-human heavy lifting. The CS professional in that environment looks a lot like an account manager, customer service representative and consultant all rolled into one.

But in the SaaS industry, CS is different. To be sure, the human connection doesn’t disappear entirely. But when you're trying to scale a business on $5/month subscriptions, it's neither right nor necessary to assign every customer a personal CS agent.

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Topics: Support

Critical Moments: Getting the Most out of Your Customer’s Journey

Posted by Kenny S. on Nov 24, 2017 9:29:34 AM

9 minute read

Every one of your customers is on a journey. If we were to plot out on a whiteboard the series of events that span from initial product awareness through conversion to renewal, we’d see the path we call a customer journey.

That path would be chock-full of the decisive moments in which customers make important decisions concerning your product; each one  a critical moment in their journey with your brand.

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Topics: Support

Scaling Customer Success: How to Choose Between Hiring Staff or  Choosing Self-Serve Software

Posted by Kenny S. on Nov 22, 2017 11:46:27 AM

4 minute read

When you're starting a new business and have limited resources, staffing a couple customer success (CS) managers is a simple proposition.

But what happens when your business starts to pick up steam? What do you do when the customer load gets a bit too heavy for your fledgling CS team to bear?

At this point, you have two options: either hire more staff or invest in new software.

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Topics: Support

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