CEO’s Perspective on Customer Success

Had a great time today talking to Seth Besmertnik, CEO and Founder of Conductor and a long time customer of Totango.

Seth is really engaging speaker, like you would expect from a young New Yorker with tones of passion. I enjoyed it a lot, I hope you will too.

Two Customer Success Presentations

Customer Success is really picking up momentum these days, and with momentum comes a lot of news that adds to a lot of confusion for people who are just starting to learn about what customer success is.

I’ve presented this presentation last week at the Silicon Valley Customer Success meetup, my goals was to make it dead-simple. I’m trying to answer: what are we really managing in customer success management, and what customer success teams really do. Take a look – let me know what you think.

The Customer Success Platform buyer’s guide (below) is designed to explain the considerations behind selecting a Customer Success Technology for your business.

Enjoy

Steely Dan – Aja – perfectionism that pays off

Steely Dan: The Making of Aja. One of my favorite weekend activities is finding stories about figures I like and learn the behind the scenes story.

I’ve found this great movie on YouTube about the making of Aja, probably Steely Dan’s #1 all time album. It was really interesting to learn about the thorough process which included many great musicians that have ‘competed’ in making this album. If you ever wondered what makes a specific album timeless – you should take a look at this. Enjoy!

Customer Success Explained

We’ve just finished up a kick ass Customer Success Summit 2015. Amazing vibe of over 1000 attendees. While organizing the videos on YouTube, I’ve created this play list of a series of videos Omer and I created few months back. It is a set of short videos (no more than 90 seconds each) that explains our point of view on Customer Success. I hope you’ll find it useful.

MBWA – Management by Walking Around

I’ve been known for MBWA – Management by Walking Around. I’m not sure how much my team likes it though..

For me it’s about being truly interested in the way the team thinks and works, getting to know the details directly by the team. I find it useful to suggest alternatives and challenge my team with new ideas.

An important lessons that I’ve learned when Totango became much bigger is that some of the folks interpret my comments as immediate call to action. Obviously, this is very disruptive, and does require discipline from my end to make sure this doesn’t happen frequently.

Walking around the office

http://en.wikipedia.org/wiki/Management_by_wandering_around