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Evolving Your Customer Success Approach

Evolving Your Customer Success Approach

Customer Success’ role is to ensure that customers receive the value they expect – and achieve their desired outcomes – as a result of using your products. But you’ve got too many accounts and not enough CSMs or not enough hours in the day for the CSMs that you do have. (You can only hire so many CSMs, right?) How do you solve for this? How do you evolve your approach? How do you scale Customer Success?

Prioritization and Decision-Making Tools: The RICE Scoring Model

Prioritization and Decision-Making Tools: The RICE Scoring Model

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made. Here’s another tool to help you with that.

Change Management and the 20/60/20 Rule

Change Management and the 20/60/20 Rule

I’ve written about change several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard; well, it can be. But it’s especially hard when not everyone sees or agrees with your change vision. Today I write about using the 20/60/20 Rule to consider how you’ll influence and/or involve employees in the change process.

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