Some Things Haven’t Changed…

In March of 2013, at the very first Customer Success conference, Totango’s Customer Success Summit, I delivered a plenary presentation on “Building The Customer Success Management Team.”  While our profession has grown astronomically all around the globe, some things haven’t changed.  The questions I addressed in that session over seven years ago are still being asked, and teams are still struggling to find and deal with the answers.  I began with talking about the two keys to successfully establishing Customer Success groups: Properly setting and managing the group’s vision and how it is perceived by customers and the company, and, The Data.  I then described four levels of Customer Success groups: Firefighters, Facilitators, Maintainers, and finally, Owners.  The video is just over 24 minutes in length.

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The Customer Success Forum

If the video prompts questions, please join us in The Customer Success Forum on LinkedIn for discussion.  Despite the pandemic, we’re safely open 24 hours per day, 365 days per year.  And with over 39,000 members worldwide, The Forum is the largest gathering of Customer Success professionals anywhere.