Customer Success Management (CSM) has become a huge trend among many startup and tech companies. Still, there is a lot of confusion about what the role actually entitles. In its rock-solid foundations, the CSM’s job is to ensure that customers will achieve success with company’s product. If done right, helping users succeed over time, will build a loyal user base for your product or service.
Building trust between the brand and the user can be challenging. Things aren’t always smooth when starting something new but as Dave Duke, VP of Customer Success at Sigstr, points out , there is a lot of power in customer success during the early stages of your startup. “I think what’s exciting about starting a company from scratch is there’s an opportunity to make customer success really foundational to the culture and business strategy as a whole. For example, if you want to earn the right to grow a customer … Read More
In our 3rd “3 Quick Ones” article we present an interview with Petr Pinkas, Customer Success Manager at our favorite content curation platforms – Feedly. Feedly is a platform for organizing, reading and sharing the content of your favorite sites. It allows you to organize and access your favorite blogs, news sites, podcasts and Youtube channels, all in one place. Petr’s experience and dynamism throughout his professional career have helped Feedly become such a great, customer-focused platform and it shows in every aspect. As a Customer Success Manager, his rigorous … Read More
As a customer success manager, your main role is to make sure every interaction a user has with your product is positive and delightful. Each one of your users should feel unique as if he/she was the only user on your platform. Eventually, your work is the key to the relationship a user will build with your product. The three main challenges most CSM face are: Improve your understanding of your user Manage your relationships at scale Communicating with your users All 3 problems can be solved with the help … Read More
Customer Success has become one of the most hyped terms and roles in the User-Centered startup world. The trend is obvious – 2015 was the year that support and customer service have finally walked in the footsteps of UX and Product Management, and developed a new doctrine based on the ideals of modern B2B companies.
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