Customer Success
Customer Success
My New Favorite Book on Customer Service
I recently wrote a blog post on my preferred high level metrics for customer service. After I wrote the post,…
by Scott MaxwellCustomer Success
What are the Right Metrics for Customer Service?
The question about the right metrics to use to evaluate Customer Service came up a couple of times this month…
by Scott MaxwellCustomer Success
What customers want – outcome-driven innovation
I just completed reading the book “What Customers Want – Using Outcome-Driven Innovation to Create Breakthrough Products and Services” by…
by Mark BarryCustomer Success
What do Prospective Customers Expect from their SAAS Vendors and Contracts?
The Altimeter Group recently published a report called the Customer Bill of Rights: Software-as-a-Service which caught my attention. The report is…
by Jeremy AberCustomer Success
Great Customer Experience Starts with your Aspirations
OpenView Labs has put on several “Extraordinary Execution Workshops” with our portfolio company management teams (example agenda here). The basic…
by Scott MaxwellCustomer Success
Holiday Buzz
Holiday buzz… The orange and black lines of kicking off the holiday craze in October have quickly blurred with the…
by ElizabethCustomer Success
What is it that you’re saying?
What is that you’re saying? After getting off the phone with a company’s customer service department, which is now on…
by ElizabethCustomer Success
Artificial Scarcity Does NOT Get You Artificial Customers
In a post yesterday about the necessity and benefits of ‘friction’, Seth Godin circled around the basic economic concept of…
by ElizabethCustomer Success
Client Service Performances in the Business’ Today
Nowadays, it’s refreshing to have a positive customer service experience as a consumer in today’s market. I have had my share…
by Eric Winn