0 comments on “Driving Product Advocacy: Customer Engagement [Presentation]”

Driving Product Advocacy: Customer Engagement [Presentation]

I recently spoke at the CS Summit 2018 in Toronto, Canada. Many companies build customer success processes but fail to leverage the voice of the customer to expand the brand penetration across current customers and prospects. In this presentation, I…

0 comments on “How to Scale Customer Success in a V2MOM Framework”

How to Scale Customer Success in a V2MOM Framework

Creating a team or plan requires a framework executives can relate to. By framing your goals into a V2MOM, explaining your goals in terms of Vision, Values, Methods, Obstacles and Measures, you will be able to evaluate your success on…

0 comments on “Building a ProACTive Customer Success Team in the age of “Reactive by Default””

Building a ProACTive Customer Success Team in the age of “Reactive by Default”

Creating customer fans can be achieved by switching out of the default reactive state to a proactive state of mind. Find out how to drive customer success by way of these three key components (1) onboarding, (2) ongoing success (3)…