Category: CS Operations
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Gainsight Pulse 2023 – Customer Health Scoring
I had the honor of sharing many of our learnings (bumps and bruises, especially!) on our Customer Health Scoring approach. Here is the recording (45 minutes including Q&A).
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What is Strategy? Examples In Customer Success
I was introduced to the book Good Strategy, Bad Strategy through Dave Kellogg in his book review. Before this, “strategy” was a term once used to sound smart, to appear capable, and to act confidently. I believe it still is. So when I came across the book, I devoured it and re-read sections (unusual for me). Below is what I’ve…
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PROVE Value to Your Customers
Visibility into customer accounts always seemed to the “holy grail” of Customer Success. While a fully-fledged Customer Health Score can require years of work and refinement, here are some ways to get started and finding value in 1-2 months (or less!). My company recently completed the first version of our Account Health Scoring methodology (more…
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Operationalizing Customer Feedback (NPS/CES/CSAT)
Tons of articles argue whether to use a customer feedback tool or not. There are valid (and not so valid) points on all sides. This article is written assuming you have or are planning to institute some sort of customer feedback. If you’re already an expert but want to see some ways of incorporating surveys, skip down.…
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Measuring Success
Why Measure? Any department must demonstrate how they achieve value at the bottom line. Product, Sales, Support, Customer Success, Finance, Legal — it does not matter. There’s a reason most companies do not have a blacksmith to reshod the company horses. Calculating the value of a department simply must be quantified. To do otherwise is irresponsible to…
Jeff Beaumont 