customer success

Evolving Your Customer Success Approach

I originally published today’s post on Forbes. It appeared on their site on August 23, 2021.

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Strengthening Relationships Through Customer Success

The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive,  realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references. Marie Alexander created and led a department she called Customer Success.

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Customer Success: Building Value for Customers Faster Than They Can on Their Own

There are so many different customer experience roles these days that I wrote a post a few months ago called “Customer [Insert Term Here]: What Do They All Mean?” In the past, I’ve written a few times about the difference between customer experience and customer service.

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