How do you define Customer Service?

What is Customer Service? It doesn’t look like this any more. I often get asked whether I’m in Customer Service, even though my company uses the term “Customer Success” to define our interactions with customers. Customer Success is Not Customer Service, though it often has responsibility for Customer Service. Think of Customer Success as active…

How to Build a Great Customer Success Team

When you are building a great business (particularly a Saas business), you need to devote extra time to taking care of your customers so that they not only are satisfied at the sale, but also on an ongoing basis. A customer may join you because of clever marketing, a consultative selling process, excellent product, or empathetic service – or…

Should you invest in Product, Sales, or Marketing?

Imagine the sales call… When someone calls you to discuss a product you just signed up for, how do you feel? Depending upon where you are in your buyer’s journey, you might welcome the call, feel ambivalent, or be annoyed that the company called you at all (especially if you haven’t yet given them your…

Share some interesting things with customers every day

Here’s something interesting I read today on the effects of smartphones on shopping. The article matters because it’s about a big trend (changing habits in shopping, especially in everyday environments like grocery stores) and has long-term societal implications. For example, what will be the next social habit that’s disrupted or changed by smartphones? You might…

Customers are precious

“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends” – Jeff Bezos It’s easier to keep a customer than get a new one – about 5 times easier. And customers are much more likely to…