Agenda: Customer SuccessCon Seattle 2020

January 13th 2020 !! Unfortunately, this event has been cancelled. !!   The Mission of Customer Success is to increase sustainable proven value for both the Customers and the Company.  While the majority of Customer Success groups have become directly involved...

There Ain’t No Such Thing As Free Customer Success

You may not be openly disclosing to the customers how much of their subscription is to cover the expense of the Customer Success group, but they are certainly paying for it nevertheless.  If challenged, could you make the value case for the fee? Just as you can’t...

Agenda: Customer SuccessCon Berkeley 2019

November 18th 2019 The Mission of Customer Success is to increase sustainable proven value for both the Customers and the Company.  While the majority of Customer Success groups have become directly involved with managing income streams and profitability over the past...

The Economics of Customer Success – Part 1

So your company has 1,000 paying customers today, things are looking really good. You’re closing a lot of deals with new customers; everything is headed in the right direction… except for one thing.  Right now you’re losing about 8% of your customers every month. ...

Customer Success As A Profit Center

  I recently shared an overview of how customer success has a quantifiable impact on revenue and someone quickly snapped, “thought this was a given, especially in the subscription model.” Despite many cases where companies are growing as a result of effective...

Agenda: Customer SuccessCon London 2019

10 September:  12:00 – 7:00 PM To Register:  [  http://bit.ly/CSCL2019   ] Registration Check-In and Conversation: 12:00 – 1:00 The Profitability Blueprint: The Mission of Customer Success is to increase sustainable proven value for both the Customers and the Company....

To Charge or Not to Charge; Is That the Question?

There are a couple of perennial “hot buttons” in the worldwide profession of Customer Success.  The first and by far the oldest is the question of commissions for customer success managers.  As many a leader of a local CS meetup has found, discussions about...

Agenda: Customer SuccessCon Denver 2019

June 4th 12:00 – 7:00 PM Registration Check-In and Conversation: 12:00 – 1:00 The Profitability Blueprint: The Mission of Customer Success is to increase sustainable proven value for both the Customers and the Company.  While the majority of Customer Success groups...