5 Must-Read Articles for Customer Success Managers

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!


Atlassian’s Jay Simons Explains Why Revenue Is a Lagging Indicator for Customer Success

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.


Why the Customer Success Manager is the Product Manager’s New BFF

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.


How to Set Yourself Up For Customer Success With The Need For Speed

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.


6 Listening Techniques of Great Customer Success Leaders

“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.


Lessons Learned by Fortune 500 Enterprises who Have Suffered High Customer Attrition Rate

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.

Mark Silver is the Lead Author and Editor of SuccessFULL. SuccessFULL was created in order to be a spurce of news on the fascinating developing world of customer success. On SuccessFull, Mark shares his thoughts on customer success issues, with the hopes to foster a discussion and interaction with anyone interested. The goal of the blog is not to one-directionally publish information, but to create a full engagement between many voices, so that we can all learn from each other.