Customer Success & Failures
Practical customer success tips that you can use right away.
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chadhorenfeldt.substack.com
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How to Go from Task Manager to Trusted Advisor
Customer success professionals are often thrown into the deep end. They are told to act like trusted advisors, which includes driving adoption, building relationships, or uncovering growth…
Earn every minute of your customer's time
Thanks for listening to Customer Success & Failures.Join my book launch team for "The Strategic Customer Success Manager": https://www.strategiccustomersuccess.com/ Customers deleting your emails…
Layoffs in customer success happen to all of us - myself included.
This has been a difficult week. I had to say goodbye to many amazing colleagues as part of a Meta layoff that impacted about 11,000 people. I’m thankful that I’m still employed but sad and concerned…
Don't settle, you are worth it
A father was on his deathbed but before he died, he took his daughter aside and said: "I'm giving you this watch that was your grandfather's. It's almost 200 years old. Go to the local jewelry shop…
Customer success pros often forget to take this critical element into account
“I’m not busy at all” said no customer success professional ever. Listen, I know you are super busy but what about your customers? They are extremely busy too and we sometimes fail to take this into…
Two questions every customer success professional needs to ask
You are sitting there and scratching your head. You just got an email from your client that they will be churning. How could this be? You spoke to them last week and have had regular meetings and…
You May be Losing Customers Because You Are Failing in The Moment of Truth
We’re moving so fast - light speed at times. In customer success we have to make so many micro-decisions that at times we can operate on autopilot. Think about a recent customer interaction you had.…
Stop blaming the sales team
“Did you see that crazy deal that just came in? I can’t believe that we sold to them!”“The salesperson reached out to my client and didn’t tell me. Now I have to clean up this mess that they…
How to get customers to do something when they don't want to
A number of years ago I was working with one of my clients who was a very talented marketing operations manager when I was a customer success manager at Eloqua (a marketing automation platform).…
Your customers are probably measuring their success the wrong way
Do any of these statements sound familiar to you? “We expected your product to be able to do that with the click of a button. If you don’t have this feature we may need to look for another…
Why you need to poke the bear
“Is there anything else we should discuss?”You’re just wrapping up what you think is a successful customer meeting. However, you have this bad feeling in your gut that is telling you that something…
The mistake that most customer success pros make
Picture this situation: Your meeting with a customer who you’ve known for a while. You get along with them fairly well but they can be challenging at times. You spend the first minute of the meeting…
Frequently Asked Questions
Customer Success & Failures has published 12 episodes since October 2021, covering topics in Business, Management.
Customer Success & Failures is currently declining with new episodes every 2 months. Average episode length is 5m.
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