Successfully scaling through automation is both a technical science and an art. A successful digital process automation can’t be achieved by a single person nor without a diverse set of automation tools. Enterprises need to invest in the right team, technology and resources to achieve sustainable growth that drives Net Dollar Retention.

The most successful Customer Success organizations are the ones that are able to master customer data collection, measurement and analysis. By developing strategic and tactical data policies, CSMs can garner insights that help your organization define customer best practices, identify patterns for meaningful interactions and expansion opportunities, and create customer advocates that drive new customer acquisition.

The best customer segmentation model and strategy is one that is continuously updated based on data-driven insights. Your customers are constantly evolving, as are their needs and goals, so the way you engage with and service them needs to keep pace. This requires constant evaluation of your team, tools and processes to ensure maximum value is delivered to each customer segment consistently and sustainably.

When done right, customer scorecards provide an actionable, repeatable and scalable framework for health scoring, a common dialect to measure a premium account’s health, transparency and confidence in reporting and increased customer retention. While these assets are vital to a high-performance CS organization, they don’t have to be complicated.

No matter what you are selling to another person or company, whether it's a service, software or a cup of coffee, understanding risk factors and designing easy, scalable ways to stay ahead of churn are paramount to your company's success.

What if you could predict, with near certainty, which of your customers are likely to churn before they do? What if you could instantly determine when your customers would be more likely to expand their business with you if you introduced a new feature? You can do all of this (and more!) by learning how to master customer data management and properly leverage the vast amount of customer data you have available at your fingertips.

At its core, the operational improvement cycle is a continuous auditing tool that ensures you’re driving efficiency while eliminating activities that don’t provide any benefit. I realize I may have lost half of you by referring to it as an “audit tool,” but stick with me: by utilizing the operational improvement cycle, your end-to-end customer experience will remain relevant and produce value for your business and for your customers.

Boundaries are a funny thing and so many of us have negative views of boundaries when WE set them.

Boundaries help others understand how to interact and engage. Boundaries help others know what’s appropriate and what to expect.

Learn how to use your customer journey to create a streamlined organizational structure, how to effectively allocate your finite resources and how to fine-tune that operational model over time to create efficiencies and maximize customer value. 

Learn central components of a successful cross-company customer journey workshop that forms the basis of an effective and efficient organizational structure and aligns your team around expanding customer value delivery while empowering everyone to drive the greatest impact with your customers.

Each of us has strengths and weaknesses, things we enjoy doing and things we absolutely hate.  This post explores how to identify what your “must-haves are for job and career happiness and how to leverage this knowledge to position yourself well when networking and interviewing.

About four years ago I finally started taking vacations from work. I’ve been in the business world for almost twenty years. Twenty. And I just started taking vacation for real.

What if every one of us took two extra seconds to acknowledge another person in a positive way?