Customer Success & Failures
Customer Success & Failures
Episodes
Episodes of Customer Success & Failures
Mark All
This has been a difficult week. I had to say goodbye to many amazing colleagues as part of a Meta layoff that impacted about 11,000 people. I’m thankful that I’m still employed but sad and concerned for those that have been let go. I’ve been tr
A father was on his deathbed but before he died, he took his daughter aside and said: "I'm giving you this watch that was your grandfather's. It's almost 200 years old. Go to the local jewelry shop and ask them how much they would pay you for i
“I’m not busy at all” said no customer success professional ever. Listen, I know you are super busy but what about your customers? They are extremely busy too and we sometimes fail to take this into account - all to our detriment. I know it’s f
You are sitting there and scratching your head. You just got an email from your client that they will be churning. How could this be? You spoke to them last week and have had regular meetings and they never mentioned the possibility of leaving.
We’re moving so fast - light speed at times. In customer success we have to make so many micro-decisions that at times we can operate on autopilot. Think about a recent customer interaction you had. How did you respond to it? You probably relie
“Did you see that crazy deal that just came in? I can’t believe that we sold to them!”“The salesperson reached out to my client and didn’t tell me. Now I have to clean up this mess that they created.”“Why did sales push through that upsell? The
A number of years ago I was working with one of my clients who was a very talented marketing operations manager when I was a customer success manager at Eloqua (a marketing automation platform). Their goal was to deliver more targeted content t
Do any of these statements sound familiar to you? “We expected your product to be able to do that with the click of a button. If you don’t have this feature we may need to look for another solution.”“Your competitor is able to display our data
“Is there anything else we should discuss?”You’re just wrapping up what you think is a successful customer meeting. However, you have this bad feeling in your gut that is telling you that something isn’t right and you know it isn’t from your lu
Picture this situation: Your meeting with a customer who you’ve known for a while. You get along with them fairly well but they can be challenging at times. You spend the first minute of the meeting catching up and of course talking about the w
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