A customer success team is only as good as its information. But why aren't other departments clamouring at their door for these insights too? most of us come from a tradition of strict departments. You do your thing; I'll do mine. Which, along with Territorialism and downright inefficiency, leads...

• Their customers — what they want, what they need, and how to bridge the gap between what your product does and this desired outcome.
• The Onboarding process is where new customers tend to get stuck, where they drop out, and what can help them get over those hurdles.
• Usage — h...

Product managers and engineers have a very different way of communicating than Touchy-Feely customer success agents. Just like a good marketing campaign, lead with benefits to them (rather than the customer) and put them in bullet points with Metrics if possible. Product managers and engineers have ...

Customer success data can pinpoint the trouble spots that matter most. But cs can't fix these problems themselves; they depend on Dev to come up with the solutions. What you think should be a "simple" change isn't actually asking for an overhaul of the entire Website. You can help Dev bridge that ga...

When support tickets rise en Masse, many Ceos hit the panic button. This sends Dev into a flurry of activity (disrupting what they were doing) what if we built a new feature? What if we did one big update? What if we asked each departing customer why they’re leaving and solved all of those issues? I...

The “ right” kind of feedback comes from ideal customers. The wrong kind of feedback can lead to wasting time on features that don’t serve your target audience. Customer success has already identified ideal customers. That means they know who to survey, and when they send the survey, they’ll get ...

Show Product Dev how their hard work impacts real people. Share customer stories and anecdotes. Share your numbers and stats. Celebrate successes.

Which means that the company benefits, because you’re effectively maximizing lifetime value (aka. minimizing churn), which leads to growth.