I’ve said this before, but it is worth repeating; Customer Success is not limited to one part of the customer lifecycle, and Customer Success Management is not limited to simply helping the customer get up and running at first or to save them from churning later. Rather, when a company has Customer Success as their […]
Archives for August 2017
A QBR is NOT Required for Customer Success
Article by Lincoln Murphy
There’s a myth in Customer Success Management that you must conduct Quarterly Business Reviews (QBRs) or Executive Business Reviews (EBRs) with your customers. This myth is propagated by those who only work with high-touch customers, by software vendors who are trying to attract those who work with high-touch (and consequently high-revenue) customers, and of course… […]
Customer Success: The Importance of User or Customer Onboarding
Article by Lincoln Murphy
Customer Success is not limited to one part of the customer lifecycle, and Customer Success Management is not limited to simply helping the customer get up and running at first or to save them from churning later. Rather, when a company has Customer Success as their operating model, they see every aspect of the customer […]
