Cloud computing has demanded a kinder, gentler Oracle

 Oracle has always had a swagger that reflects the public persona of its bombastic leader, Larry Ellison, but over the last several years, as the company has transitioned to the cloud, it has required a transformation to one that is softer and more customer-centric. Mind you, this was a company that was the poster child for vendor lock-in the 90s and early 2000s. They knew you were looking for… Read More

Salesforce Einstein celebrates its first birthday with several new features

 Salesforce launched Einstein, its artificial intelligence platform just one year ago this week. As it celebrates its first birthday, it’s worth taking a look back at the first year and looking at a couple of enhancements they’re adding as a birthday surprise. It’s easy to lose sight of the fact that Einstein isn’t actually a product at all, even though Salesforce markets… Read More

Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017

On Friday May 19th, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below, along with the questions that were asked and my answers. Yep, if you don’t want to watch or listen, no problem! I got the entire AMA transcribed (and cleaned it up a bit for readability, added links, etc.) and posted that below. I answered 13 questions in great detail. Follow me on Facebook so you can find out the next time I do one.

Table of Contents

Here’s the list of questions I covered in this AMA:
  1. Should Sales or Customer Success handle Upsells?
  2. How do we help our salespeople with Customer Segmentation?
  3. How to incorporate High/Low/No Touch into Onboarding?
  4. How do I target my customers when they’re not online?
  5. What if our customers don’t like technology?
  6. What’s the best way to define roles?
  7. Continue reading "Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

Customer Success: High/Low/No Touch Customer Segmentation

The traditional Customer Success method of simply looking at what a customer pays us and giving them a particular level of ‘touch’ is old and outdated. It’s time to logically segment customers based on Appropriate Experience (AX). For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

How to implement High/Low/No-touch Segmentation?

Do other companies segment their customers between high touch/low touch, and if so, what is their criteria? It’s funny when I talk to a company about their Customer Success, I can almost always tell where they learned about Customer Success. And it’s usually a software vendor that they’ve learned from. And you can tell based on the language they use which one it is. And a
Continue reading "Customer Success: High/Low/No Touch Customer Segmentation"