The Customer Success Newsletter
The Customer Success Newsletter is a weekly curated collection of 4 helpful articles from around the world of Customer Success.
This week we talk about drawing boundaries to customers regarding success vs support, the ICP framework, time analysis and churn, and what happens when customers evaluate your product on their own.
Trey Davis of Lucidchart knows that CSMs often get confused with Support and has advice on how to avoid becoming the catch-all for support.
Lincoln Murphy of Sixteen Ventures provides the blueprint for creating your Ideal Customer Profile (spreadsheet included!).
Madhav Bhandari of Hubstaff (via Freshdesk) makes a case against All Hands on Support and what time data told them about their churn rate.
Alex Bakula-Davis of this newsletter talks about the importance of guiding how your customers evaluate your product, and what can happen if you don't.
This week's video to help avoid work on Monday: Slow motion of a dog who hasn't quite gotten his catching down
This newsletter is curated by Alex Bakula-Davis for your reading and CS pleasure. If you have any content you'd like to submit or suggestions, drop me a line!