Welcome to the Leadership and Management Zone!
Thank you for visiting this exciting and new site for Customer Success professionals. The Customer Success Hub, organized and [...]
Empathy and the Customer Experience
I delivered a talk about empathy at Oracle’s recent Modern Customer Experience (ModernCX) conference. In the talk I described how we in North [...]
The Power of Team
What do CEOs expect from their Customer Success (CS) organizations? There is fluidity around this topic but stripping it [...]
Unintentional Traps We Set for Customer Success
There exists probably no more despised phrase in the Customer Success lexicon than “one throat to choke”. Ironically, it’s [...]
Communicating with customers – how hard can it be?
Messaging to your customer can be a tricky challenge for Customer Success professionals who need to balance the requirement [...]
Customer Success – in it together
I had a lot of coaches during the years I played sports through school but my favorite one was [...]
Is the customer health score the secret (underappreciated) weapon of Customer Success?
There are a lot of things that have fallen from popular use over the last few years. Blackberrys Cash [...]
Does data threaten the corporate soul?
In his book, Restoring the Soul of Business, Rishad Tobaccowala had this to say when discussing the topic of [...]
