Tag: Customer Success
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Product Portfolio Management & the Strategic Ripple Effect 10 of 10 – How to Set Customer Success Managers Up To Play Offense
In most B2B organizations, it’s more the exception than the rule that customer success managers inherit accounts where they’re in a position to play offense because the customer is thrilled with your products. Let’s dream for just a minute. It Starts With Product Management Product management consistently does discovery at a level that makes them […]
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Product Portfolio Management & the Strategic Ripple Effect 8 of 10 – The One Thing That Simplifies Sales Enablement Most
Nothing eludes the ripple effect of your product management model, and sales enablement is no exception. Sales enablement encompasses a lot, but there’s one thing that still matters more than anything else when you’re a salesperson in the throes of the sales process. It’s the conversations you’re having with buyers at all levels, from users […]
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Product Portfolio Management & the Strategic Ripple Effect 7 of 10 – Portfolio Positioning Is What Makes Your Product Positioning More Strategic
Here’s a simple example of portfolio positioning and how it makes your product positioning more strategic. Your accounts payable product improves the customer’s cash flow. It sounds strategic. What CFO doesn’t want a stronger balance sheet? Your accounts receivable product further enhances cash flow. Even more strategic when customers use both, right? There’s still something […]
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Product Portfolio Management & the Strategic Ripple Effect 5 of 10 – Integrating Business Processes vs. Products
Let’s start this discussion of integrating business processes vs. products with the spotlight on pre-sales, sales, and customer on-boarding since they bear the brunt of the ripple effect. Here’s the scenario. You’re in the throes of the sales cycle and it’s product demo time. In addition to functionality, you’re highlighting the fact that all your […]
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Product Portfolio Management & the Strategic Ripple Effect 4 of 10 – Market Strategy vs. Product Strategies
Going all the way back to my practitioner days, it was apparent then that as product management goes, so goes the rest of the organization. I guess that shouldn’t be a surprise since everything revolves around the products. My goal with this 10-part series on product portfolio management is to highlight the strategic ripple effect […]
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Product Portfolio Management & the Strategic Ripple Effect 3 of 10 – How To Use a Portfolio Vision to Lead Products
Here’s why a portfolio vision is so critical to the success of your products and how it elevates Product Management, Product Marketing, Sales and Customer Success teams to plan and execute more strategically. Think of your portfolio vision as the ultimate “strategic goal/outcome” your target customers want from your portfolio of products. Then think of the […]
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Customer Success – How To Build Relationships With Customer Executives
As the customer success manager (CSM) role evolves into more of a strategic customer leadership role versus a tactical reactionary role, it’s critical to build relationships with customer executives, and in most cases, it’s not as difficult as you think. Kudos if you’re already there. Relationships with customer executives aren’t only critical to customer success […]
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10 Things That Would Happen if All Customer-Facing Disciplines Were Aligned to a Common View of the Customer
Here are 10 things that would happen if product management, product marketing, sales and customer success all had a common view of your target customers. Is there more to it than this? Sure, broader market research, competitive landscape, emerging technologies, etc., but this how you build your organization’s core strength for the long haul. Do […]
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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 […]