Why Customer Success is a good idea for hardware companies
How can a hardware company benefit from a Customer Success program? In this 2-minute short, we’re going to talk about how a hardware company can benefit from running a Customer Success initiative. For...
View ArticleHow Fitbit teaches you (almost) everything you need to know about Customer...
Today’s topic is how personal fitness trackers, like Fitbit, teach you almost everything you need to know about Customer Success. The key insight in comparing Fitbit to your Customer Success efforts...
View ArticleHow Fitbit’s step-mechanics apply to Customer Success
In a previous video, we talked about how Fitbit teaches you (almost) everything you need to know about Customer Success. In that video, we talked about the high-level concept of “Customer Fitness.”...
View ArticleWhat you can learn about Customer Success from Fitbit’s “drinking-water” goal
This is the third in our series about how the Fitbit teaches you (almost) everything you need to know about Customer Success. Today, we’re going to talk about Fitbit’s secondary goals. Fitbit’s core...
View ArticleHow Fitbit is *rocking* Customer Success
This is the last in our series about Fitbit and Customer Success. In the last three videos, we talked about how Fitbit can teach us (almost) everything we need to know about Customer Success and made...
View ArticleWhat is Customer Success?
Today, we’re going to cover the fundamentals, because we’re seeing a lot of you come to our website with one simple question: What is the definition of Customer Success? Simply: Customer Success is...
View ArticleWhat does a Customer Success Manager do?
Here’s another one in our series about Customer Success fundamentals. So, what does a Customer Success Manager (or CSM) do? To review the definition of Customer Success, it’s: the business function...
View ArticleThe 2 keys to Customer Success
If you’ve been reading up on Customer Success, you’ve probably seen a number of articles that outline the keys to Customer Success. There are posts about 10-step programs, 12 guiding principles, and...
View ArticleWhen daily activity is not a good thing
In our last two minute short, we talked about how you can orient your Customer Success efforts around two key customer-focused objectives: More logins (boosting daily activity) More revenue I...
View ArticleBuilding a customer churn model
Ben: Hi, this is Ben Rigby, CEO of Sparked, here with Cody Chapman, our Lead Data Scientist, and we’re going to talk today about building a customer churn model. Exciting stuff. Cody, we’ve written...
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