Blog

The Customer Success Team Maturity Model

NOTE: The thinking behind this model applies predominantly to enterprise SaaS operations. It also applies to the maturity of your customer success team, not the customer's maturity in relation to their use of your product or their interactions with you. I've already written about the phases of the model above as they form the basis … Continue reading The Customer Success Team Maturity Model

The connected car vision is missing a few connections

The connected car is the future for automotive companies. There is a lot going on in this space. I know because in my business, I have several customers in the industry. But you don't need to be in the business to know. I recently purchased a car. It's connected and awesome, I'm impressed. But my … Continue reading The connected car vision is missing a few connections

Measuring customer success one advocate at a time

Creating customer advocates is a measure of customer success by some. Not enough though, in my view. I have a view because I’ve helped create a fair share of advocates. Just recently three of my customers got up on stage and spoke at a large event to other customers and prospects. I’ve also had the … Continue reading Measuring customer success one advocate at a time

Why bad customer experience matters and Avis does not try harder

This is about a recent customer experience I had with Avis which has cost them my loyalty. This is not just a rant, annoyed as I am. I’ve started capturing this kind of story as a way of illustrating what good or bad customer experiences look like for my new eBook / trend report. Its … Continue reading Why bad customer experience matters and Avis does not try harder