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Brooke Goodbary
Customer Success consultant, writer, and expert
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Month: August 2017

Hiring for Customer Success teams

August 28, 2017brooke

You’re ready to make your first Customer Success hire- congratulations! Establishing a dedicated Customer Success team is an investment in the long-term success of your customers. Most companies realize they need Customer Success when they discover the actual cost of customer… Continue Reading →

Collaboration across Customer Success and Growth Marketing drives a more positive customer experience

August 21, 2017brooke

If someone were to ask who at your startup owns growth and the customer experience, which people or teams would raise their hands? Or perhaps a better question is who wouldn’t raise their hand? In the early days growth and… Continue Reading →

Guest Post

Customer Success tools to help you scale

August 8, 2017brooke

Humans have known for millions of years that tools allow us to make a greater impact without exerting additional effort. Whether your team has been around for years or is just getting off the ground, tools can level up your… Continue Reading →

5 common Customer Success questions — answered

August 8, 2017brooke

The topics in this post are the most common Customer Success questions I’m asked by friends and colleagues who also work in Customer Success, as well as questions I’ve received via Twitter and LinkedIn. Don’t see an answer to one of your burning… Continue Reading →

First 90 days in Customer Success

August 8, 2017brooke

You’ve been brought in as the founding member of the Customer Success team — congrats! Your company is making a major investment in helping customers derive more value from its products and services. Now you’re faced with the inevitable question: where to… Continue Reading →

Guest Post

Growth and Customer Success should work together to create value-based pricing

August 8, 2017brooke

Pricing is one of the most important decisions a company can make. Revenue, sales velocity, customer satisfaction, and the longterm viability of the business are all wrapped up in pricing. But even with such high stakes, many startups either leave… Continue Reading →

Incremental deployment needs to be accompanied by incremental onboarding

August 8, 2017brooke

Consider the last time your company released a new product, feature, or UI tweak. Was it last week, last month, or just yesterday? As software teams shift towards more incremental deployments made easier by things like continuous deployment, users can… Continue Reading →

Why Sales and Support should be friends, not foes

August 8, 2017brooke

Sales and Support teams usually aren’t seen as having much in common. In fact, at most companies a certain amount of tension between these two teams has come to be expected. When salespeople will say nearly anything a potential customer… Continue Reading →

Guest Post

The Value of Account Executives who don’t just sell

August 8, 2017brooke

The typical Account Executive is more focused on prospecting new clients than driving value for existing customers.   By allowing Account Executives to pass off clients after the sale, you’re also allowing them to pass on an opportunity to reduce… Continue Reading →

Guest Post

Customer Success must articulate and identify “Why”

August 8, 2017brooke

Every company knows what their products or services are, and most have an idea of how they differentiate themselves through a unique process or value proposition. But the majority of companies stop there. They don’t dig deeper into why they do what they do. Why their… Continue Reading →

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Recent Posts

  • Understanding the Customer Success Manager Role — Infographic
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  • Ways Customer Success should influence Marketing
  • What’s the appropriate CSM to Manager ratio?

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