Welcome to another monthly roundup of the must-read articles by the best in our field! A lot has happened this month, the first month of the year, and there’s a lot to catch up on. In order to save you precious time going through the trouble of looking for the right articles to read, I have summarized the 5 most important articles of the month. Enjoy!
Alex McClafferty met with Jay Simons, president of Atlassian, to learn how the DNA of Customer Success runs through every single person in their organization. Atlassain started as a customer support company, and then they built JIRA, which went on to become the breakout star and Atlassian’s first product was born. Throughout the interview, Simons shared the company’s customer-centered way of work, and how it helps them stay on top.
In this Wootric Blog article, Nicole Elizabeth DeMere’ introduces customer success managers to their new BFFs – product managers. In most companies, each department is like its own, relatively isolated shogunate. It seems as if a product manager should focus only on developing a product that works, and it’s success among potential customers should not be his or her problem, right? Wrong.
This clever Shep Hyken posts beings with a story, about a Kluge suitcase he had ordered back in the 80’s, in a time when a mail-ordered product typically took 2-4 weeks to arrive. The suitcase arrived “only” 10 days after the order was placed, to Hyken’s surprise. But unlike 30 years ago, when long shipping was the norm, today customers have different expectations. In this post, Hyken explains why, when it comes to customer success, speed counts.
“As a customer success leader, you know that listening to your customers (both external customers and even internal customers) is key to establishing strong relationships. Without strong listening skills, you won’t gain the respect and trust of your most important business relationships.” – Read Burke Alder’s 6 great tips for the customer success mangers who understands the importance of being customer-centric.
High Customer Attrition Rate is every CEO’s worst nightmare. Rampant customer attrition has been the kiss of death for so many companies. However, a bad situation can be remedied (or preemptively avoided!) by learning from the mistakes of some of the companies who have been hit the hardest by customer attrition. Here you can examine 3 Fortune500 examples of how customer success can determine a company’s success or failure.