Rick Adams
Customer Success Does NOT Have to be a Revenue Center
One of the topics that I see being debated most often within the Customer Success community is whether or not the Customer Success organization should be a “revenue center” (by which I mean a profitable concern that brings more back in revenues than it...
The Secret to Customer Value Realization is High-Quality Preparation
Let me ask you some questions… Are your customers truly realizing the types of value from your products, services and/or solutions that they desire and/or need to realize? How do you know for sure exactly what this value should look like? How is your...
Leadership in a Crisis: Seven Key Steps for Cool-Headed Decision Making
In times of great difficulty and stress such as those we find ourselves in today, it is often felt that action “must” be taken, and must be taken quickly and decisively in order to deal with the situation. The previous plans are perhaps no...
How Customer Success Relates to Customer Experience: 6 Takeaways for Senior Leaders
Whilst the concepts of Customer Success and Customer Experience have been with us for many years – arguably for a very long time indeed – it has only been relatively recently that each one has been codified into its own specific and individually definable...
The Art and Science of Objection Handling: Part B
The Art and Science of Objection Handling Part B: Steps Four to Six Objections are Important Objections from customers’ stakeholders are inevitably going to be something that Customer Success Managers will come across from time to time. Perhaps one potential way of telling the mature…
The Art and Science of Objection Handling – Part A
The Art and Science of Objection Handling Part A: Steps One to Three Objections are Important Objections from customers’ stakeholders are inevitably going to be something that Customer Success Managers will come across from time to time. Perhaps one potential way of telling the mature…
Who Benefits from Customer Success Management?
In short, both the customer initially and ultimately the CSM’s own company as well are beneficiaries of customer success management. These two beneficiaries could be looked on as being direct and indirect beneficiaries respectively, in the sense that the majority of what the CSM...