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How a good Customer Health Score can help in a crisis!
This week, Jeremie Halimi takes a look at how a solid Customer Health Score (CHS) can not only decrease stress and anxiety during an issue, but can help prevent unnecessary work when you are already trying to put out a fire. A well-done CHS can tell you at a glance whether a customer is satisfied with your service, using…
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Wake Up Your Unconscious Bias
Diversity, Equity, and Inclusion is an area that many organizations (and people in general) are looking at. How can we make sure we are truly increasing access and opportunities for folks and not just checking off the boxes. Our latest blog post features the takeaways from Gain Grow Retains Spring DEIB event, hosted by…
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Difficult Customer Conversations
This week, our CSM Office Hours took a look at how to minimize the negatives in Difficult Customer Conversations. Anita Toth hosted the event and shared insights into how to prepare yourself to turn what can be a hard and non-productive conversation into something that is not only positive, but moves the needle in…
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Unhappy Customers - can you learn from them?
In part 2 of a 5 part series, Anita Toth takes a look at the valuable lessons one can learn from an unhappy customer and where you are likely to find them. Customers don't just suddenly become 'unhappy'. Something occurred such as the realization that expectations or needs were not being met. In fact, Anita points to two…
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Connecting the Customer Story to the Money Story
Although Customer Success is no longer a 'new' industry, it is still one that often has the lines of responsibility muddied. Not having a clear connection between the goals of your customer success team to the commercial goals of your company can lead to a dilution of expectations. In our May 5th Office Hours, Richard…
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Can Saying No to Your Customers Make Them Happier? Read the GGR blog to find out!
This week, we share a post from Sylvie Woolf as she takes a look at the old adage "the customer is always right." It turns out that especially in Customer Success, this mentality can lead to churn instead of the happy customer we all want to see. Sylvie takes a look at the need to not simply agree and move forward with…