The CSM role and AM role should be distinctly different; collaborative, but distinct.
It's hard to look at Support, a customer function, with a purely ‘efficiency’ lens, because that's where the Customer Experience will be lost.
Customer Success in general, I just see becoming more predictive
What's your vision? If we get to know about it, that will be awesome.
If you’re consumption-based, a lot of the Customer Success work gets put on the Account Manager.
Sometimes a little adversity isn't the worst thing in the world.
Take this giant amount of information that we're hearing from clients and boil it down to a few actionable things
To me, Customer Success is a team sport, not an individual sport.
… in lieu of having the ability to see the future, we just have to do research.
You're too busy waiting for the fire and not inspecting why a fire could ignite.
Everybody within an organization has an effect on the customer.
If you're really providing value, you should be making money
