Blog
Why Customer Success Platforms Have It All Wrong – Jake Sorofman – Part 2
Do the Current Customer Success Software Platforms Have it All Wrong? My podcast guest Jake Sorofman thinks so! Jake is President of MetaCX - an Indianapolis-based startup that has raised just under $25m dollars to pioneer a new, outcomes-based approach for managing the entire customer lifecycle by transforming how suppliers and buyers collaborate and win together. The podcast title is “Why Customer Success Platforms have it All Wrong” and you really do NOT want to miss this controversial conversation! Why Customer Success Platforms Have It All Wrong – Jake Sorofman – Part 2
Management vs Leadership – Rants&Musings with Rick Adams
Customer Success Rants and Musings – Management vs. Leadership Key topics include: What is "Leadership"? How leadership creates vision and direction for the Customer Success team What is "management"? How management performs a critical job, allocating resources, human resources, and finances Panel Member: Rick Adams., CEO & Founder, Practical CSM
Why Customer Success Platforms Have It All Wrong – Jake Sorofman – Part 1
Do the Current Customer Success Software Platforms Have it All Wrong? My podcast guest Jake Sorofman thinks so! Jake is President of MetaCX - an Indianapolis-based startup that has raised just under $25m dollars to pioneer a new, outcomes-based approach for managing the entire customer lifecycle by transforming how suppliers and buyers collaborate and win together. The podcast title is “Why Customer Success Platforms have it All Wrong” and you really do NOT want to miss this controversial conversation! Why Customer Success Platforms Have It All Wrong – Jake Sorofman – Part 1
How to calculate the ROI of Customer Success – Rants&Musings with Rick Adams
Customer Success Rants and Musings – How to calculate the ROI of Customer Success Key topics include: What is "ROI"? How ROI differs from sales Journey on customer's purchase Types of KPI Panel Member: Rick Adams., CEO & Founder, Practical CSM
The Customer Success Profession in 2021 – Remco’s Predictions – Part 3
The Customer Success Profession in 2021 (Part 3) Key topics include: Developing philosophy for Customer Success CS leader's role in space maturation The modern way of transactions with customers Customer data available to all members of an organization Panel Member: Rick Adams., CEO & Founder, Practical CSM Remco De Vries., Marketing Head, Insided
What value does certification provide? – Rants&Musings with Rick Adams
Customer Success Rants and Musings – What value does certification provide? Key topics include: Enumerating certification value for CSMs Quality assurance Customer's perspective on the products Panel Member: Rick Adams., CEO & Founder, Practical CSM
The Customer Success Profession in 2021 – Remco’s Predictions – Part 2
The Customer Success Profession in 2021 (Part 2) Key topics include: Professional advice for the Customer Success team The vision of the Customer Success profession for 2021 Transition vs. optimization of Customer Success Customer Success tooling Panel Member: Rick Adams., CEO & Founder, Practical CSM Remco De Vries., Marketing Head, Insided
How do you research your customer’s industry? – Rants&Musings with Rick Adams
Customer Success Rants and Musings - How do you research your customer's industry? Key topics include: CSMs task on understanding the customers Adaptation of customers' cultural context Customer industry knowledge Steps on how to research for customer industry Panel Member: Rick Adams., CEO & Founder, Practical CSM
The Customer Success Profession in 2021 – Remco’s Predictions – Part 1
The Customer Success Profession in 2021 (Part 1) Key topics include: Utilizing community platforms for Customer Success Seven predictions for the Customer Success profession Prediction's implication Recommendations for the prediction of the Customer Success profession Panel Member: Rick Adams., CEO & Founder, Practical CSM Remco De Vries., Marketing Head, Insided
Customer Success Management and Project Management – Rants&Musings with Rick Adams
Customer Success Rants and Musings - Customer Success Management and Project Management Key topics include: What is a "project"? CSMs' involvement in projects The framework of project management The critical path method and fishbone diagram Panel Member: Rick Adams., CEO & Founder, Practical CSM
Four challenges for the Customer Success Profession in 2021 – Guy Nirpaz – Part 3
Four challenges for the Customer Success Profession in 2021 – Guy Nirpaz – Part 3 Key topics include: Advantages of Self-Service Automation to Customer and Customer Success Professions What is Revenue Experience? Utilizing Incremental Innovation to Maintain Customer Satisfaction and Compete in the New World Panel Member: Rick Adams, CEO & Founder, Practical CSM Guy Nirpaz, CEO & Founder, Totango
What is Customer Lifetime Value and why is it important? – Rants&Musings with Rick Adams
Customer Success Rants and Musings - What is customer lifetime value, and why is it important? Key topics include: What is "customer lifetime value"? Calculating total gain from customer’s lifespan How to increase customer lifetime value, rate, and size of deals Relevance of increased CLV to the profit Panel Member: Rick Adams., CEO & Founder, Practical CSM
Four challenges for the Customer Success Profession in 2021 – Guy Nirpaz – Part 2
Four Challenges for the Customer Success profession in 2021 (Part 2) Key topics include: Business adaptation to changes Creating a more significant impact through a cross-sectional Customer Success team 2021 as a customer-centered service approach Advancing self-service capabilities for a new everyday world Panel Member: Rick Adams., CEO & Founder, Practical CSM Guy Nirpaz., CEO & Founder, Totango
Four challenges for the Customer Success Profession in 2021 – Guy Nirpaz – Part 1
Four Challenges for the Customer Success profession in 2021 (Part 1) Key topics include: Brief feedback for the Customer Success profession in 2020 Adaptation services for Customer Success Product consumerization Challenges of Customer Success profession Panel Member: Rick Adams., CEO & Founder, Practical CSM Guy Nirpaz., CEO & Founder, Totango
CSMs and Productivity – Rants&Musings with Rick Adams
Customer Success Rants and Musings - CSMs and Productivity Key topics include: Giving best practice advice to customers Factors reducing performance level of customer service What is the root cause of reduced self-optimum level Increasing Productivity; maintaining fitness and health Panel Member: Rick Adams., CEO & Founder, Practical CSM