Category: Customer Success
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Free eBook: Top-Down Customer Discovery – Uncovering THE BIG WHY
I published this eBook to highlight the number one goal of customer discovery! It’s to make sure the products and services you’re building, marketing, selling and delivering are consistently tied to something that has measurable strategic value to your customers. That’s why the top-down aspect of customer discovery is so critical to success and why […]
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Creating a Value Based Resume – Stop TELLING and Start SELLING
Creating a value based resume means it’s time to treat yourself as a product that has strategic (employer) value. The hard part is avoiding the trap of TELLING employers what the product (you) does versus SELLING its value. Here we are in the early part of 2023 and so many of my talented friends, former […]
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Customer Success: Making The Shift From Tactical To Strategic In 3 Steps!
Leading Strategically vs. Reacting Tactically There’s a good reason your title changed from account manager to customer success manager. You’re no longer just the tactical laundry list manager. In this training seminar, you’ll learn how to lead your customers strategically to where they ultimately want to go with your products, quantify their success and continue […]
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Customer Success Manager: The Quarterback For Your Voice of Customer (VOC) Structure
Customer success managers are the owners of your customer accounts. If your organization is looking to create or strengthen its voice of customer (VOC) structure and organize the chaos of talking to customers on all fronts, customer success managers have to play the role of quarterback (American football). What is Voice of Customer Structure? There […]
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Product Management University Launches The Customer Outcome Framework for Product Management, Product Marketing, Sales and Customer Success
One View of the Customer. No Silos. Measurable Customer Value. Today, Product Management University announced the availability of its Customer Outcome Framework for B2B. It’s a simpler approach for bringing quantifiable strategic value to the customer versus the typical approach of focusing solely on customer problems. The Customer Outcome Framework The Customer Outcome Framework employs […]
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Product Management University Launches The School of Customer Success for B2B
Learn Value Skills for Leading Customers Strategically Versus Reacting Tactically Rock Hill, SC – February 9, 2023 Today, Product Management University launched The School of Customer Success for B2B. The school specializes in strengthening the value skills of customer success managers to elevate their role from tactical issue-list managers to strategic account leaders that proactively […]
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5 Most Effective Techniques for Gathering Voice of Customer (VoC) Data in B2B
Voice of the Customer (VoC) data gives B2B organizations deeper insights into the business of their target customers so they can build, market, sell, and deliver higher-value products and services that lead to more consistent and predictable growth. In B2B though, voice of customer data is used for more than just products. It’s the foundation […]
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The New Customer Success Manager – Leading Strategically vs. Reacting Tactically
The importance of the customer success manager role has grown commensurately with the popularity of subscription-based/recurring revenue models because of the implications on customer retention, wallet share and overall account revenue. What is a Customer Success Manager? The ultimate goal of a customer success manager is to make sure existing customers get the intended value […]
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Webinar Archive: Using a Customer Outcome Model to Meet the Flat Economy Head On
The flattening economy or threat of a recession can force your target customers into do-nothing mode, and that’s bad news for everyone. Learn what a customer outcome model is, why it’s easier than anything you’re doing now, and how product management, product marketing and sales can use it to meet the down economy head on, uncover new value opportunities and still […]
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Product Management and Customer Success, It’s Time to Buddy Up!
Product management and customer success, it’s about time you become best friends! OK, product management. If you’re not already best friends with your customer success team, it’s time to buddy up. It was already trending before the pandemic, but crises have a way of accelerating things, as in the relationship with your existing customers, for […]