Archives for August 2017

Customer Onboarding Success Secret: Don’t Overwhelm Customers

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 operating model, they see every aspect of the customer lifecycle and every milestone of the customer journey as just as important as the rest.

In this article I tackle one of the biggest problems I see in Customer Onboarding. It’s a problem that isn’t caused by neglecting the customer… in fact, it’s caused by the exact opposite: overwhelming the customer.

Let’s explore this, shall we?

[Read more…]

A QBR is NOT Required for Customer Success

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… by those people who just copy what those people say.

But like some myths, it has a basis in reality; it’s just likely that you don’t share that same reality.

But if you understand that Customer Success is when our customers achieve their Desired Outcome through their interactions with your company, then a blanket statement of “yes, you must conduct QBRs” is obviously a statement you shouldn’t listen to.

So while I say that QBRs are not required for Customer Success in general, that’s the same as saying they ARE required in general. And you shouldn’t listen to that, either.

The real question you should be asking is: “Do our customers require QBRs as part of their Appropriate Experience?”

Let’s dig in, shall we?

[Read more…]

Customer Success: The Importance of User or Customer Onboarding

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 lifecycle and every milestone of the customer journey as just as important as the rest.

That said, it is totally possible to plant the seeds of churn early, and that’s where an understanding of the process – and value behind – customer and user onboarding are so critical.

Let’s dig in…

[Read more…]