Evangelism Isn’t the Solution

  • 30 March 2017
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In the past 5 business days alone, we’ve done these Success Briefing Centers with 4 of our clients. What’s so remarkable about these cross-functional discussions is that the other functional leaders are asking to serve as references for the SBC.

I’ve actually never felt so positive about the future of Customer Success. When you witness those “Aha” moments, it’s hard not to get giddy:

  • The head of Customer Marketing realizes that there’s a way to pair up an advocate with a prospect in 24 hours, not 7 days.
  • The head of Field Sales realizes that she can get customer usage trends into the hands of a strategic account executive who’s on the road all day.
  • The head of Professional Services realizes that he can prove he’s driving fast time-to-value and not just breaking even on a P&L.
  • The head of Inside Sales realizes that there’s a way to help account managers avoid the embarrassment of pushing an upgrade on a customer that’s in the middle of a support escalation.
  • The head of IT realizes that there’s a better way to work with the business leaders to build the customer hierarchy he’s been trying to create for 3 years.
(Psst...Did you hear that? That’s the sound of renewed optimism.)

Our CEO Nick and I have time to do 10 more of these before our Pulse conference in May. If you’re interested, feel free to send us a note.


Check out the full blog post on Evangelism Isn't the Solution.

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