Running a company is a marathon, not a sprint.
The idea behind customer success is simple: cultivate your relationship with customers from start to finish. This means looking at your customers as if they were one of your most valuable employees. The reason this is so important is because it’s not about what you can get out of them; it’s about what you can give to them—and give back to them. It’s about building relationships based on trust and reciprocity rather than simply paying lip service to these values in an attempt to create brand loyalty.
The ideal team structure and its impact on scaling
Customer success teams are being designed with more and more specialized roles to support the customer lifecycle. The reality is that not every team member will be able to wear all hats, but it is important for everyone to understand how each role supports the …