Category: Customer Success

Surviving in an Amazon world

How one segment of brick-and-mortar is surviving e-commerce…Great film by Axios. Retail survives when it invests and becomes a space for the community.

The Empty Chair

The empty chair mantra has caught on at many companies starting with Amazon. Jeff Bezos alludes to the customer who needs representation, so the idea is to keep an empty chair in every meeting. What if the empty chair also became a civic lesson…

CEOs: the Ultimate Customer Success Managers

The tech world has become much more hands-on in the last decade. Nearly all founders and CEOs build, configure, & implement products and services. Customer success becomes everyone’s mission when project execution happens with customers in perpetuity. Link

When to Build a CS Department

Proposify is a cool tool I’ve used. It’s made by a tiny Canadian company. In the world of Customer Success, it’s an unknown startup (with global ambitions) but has managed to scale from zero. I really like how they’ve grown the customer success function…

CS + CX = Success

Customer Success(CS) is often coined as a subset of Customer Experience(CX). The reality is that Customer Success drives CX initiatives. Based on anecdotal evidence, CX professionals seem to have fewer job opportunities than CS pros. Bob Thompson expounds on the dilemma here. CX needs…

Beyond the Valley

In search of a more democratic internet (from an academic’s perspective)… Link Here’s a quick recap of Ramesh’s talk. Algorithms power the fastest growing companies. Tech companies monopolize and monetize exchanges. A handful of platforms and apps control nearly all of the world’s data….

Podcast: Innovating for Greater Social Impact

Podcast hosted by SocialImpact CX. Here’s John Corrigan’s conversation with Ann Mei Chang, author of Lean Impact.