CS Leadership Office Hours
How do you manage, maintain and engage *individuals* within your account?
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The answer is neither.
It's consulting.
Identifying goals and strategic outcomes and helping customers map a path to achieving those outcomes - this motion is highly consultative. ...and behind that?
Solid customer support and product engineering functions that can capture, track and resolve **problems** reliably and quickly.
Then CS can remain in a proactive, strategic posture with the customer. How are you differentiating support, sales and customer success in your company?
I've spent my career working in technology companies to build customer-centric teams, processes and technology platforms. In 2017, I founded Customer Imperative, a consulting firm that helps fast-growing B2B SaaS companies improve renewals, increase expansion sales and scale customer engagement. See full bio ›
